Back when I was working in corporate life, I went to a presentation in London. Sitting there amongst 1,000 people, I had an epiphany about what I wanted to do with the rest of my career. Soon after that, I founded my global Customer Experience consultancy, Beyond Philosophy. The Speaker was New York Times Best-Selling Author Fred Reichheld, inventor of the Net Promoter Score® (NPS). We had him on the podcast recently to talk about his new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Reichheld’s inspiration for the book was his frustration about the misuse of the NPS system. Fortune reported over two-thirds of the Fortune 1000 used NPS, but in Reichheld’s experience, most organizations were not taking advantage of its core purpose. (I couldn’t agree more with him on this point.) Reichheld’s book is an attempt to get users back on track.

read more…