Winning on Purpose: The Unbeatable Strategy of Loving Customers | 誠品線上

Winning on Purpose: The Unbeatable Strategy of Loving Customers

內容簡介

內容簡介 NPS淨推薦值取代傳統顧客滿意度調查，量化顧客真實感受從賓士、蘋果、亞馬遜、Google到Tesla，全球數千知名企業科技巨頭採用測量顧客忠誠度，進一步優化出更精確有效的顧客反饋機制，提高銷售和收益績效是提升個人和公司業務，不可或缺的指南！Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star.Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries.But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS.With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success."

作者介紹

作者介紹 Fred Reichheld is the creator of the NetPromoter system of management, the founder of Bain & Company's Loyaltypractice, and the author of five books, including the New YorkTimes bestseller The Ultimate Question 2.0. He iscurrently a Fellow and Senior Advisory Partner at Bain, where he has workedsince 1977. He divides his time between Cape Cod andMiami.Darci Darnell is the global head ofBain's Customer practice. She has served in multiple global leadership rolesand today sits on the firm's top elected governance committee. She is based inChicago.Maureen Burns is a Senior Partnerin Bain's Customer practice. She is one of Bain's foremost experts on the NetPromoter System and Customer Loyalty. She is based inBoston.You can find more about Fred Reichheld at: bain.com our-team fred-reichheldlinkedin.com in fredreichheldtwitter.com fredreichheld?lang=en

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