Winning companies\u2014orthose that truly make the world a better place, deliver 2-3 times the average stock market returns and offer fulfilling work for their employees\u2014oftenhave one thing in common: theyput their customers first, ahead of all other stakeholders. Many of these top companies are adept practitioners of Bain & Company\u2019s widely used Net Promoter Score\u2120 (NPS), a metric for tracking customer loyalty, which is grounded in the recognizabletruth that\u201cif a company treats you right, you come back\u2014and you tell your friends and family.\u201d<\/p>\n\n\n\n
Bain & Company announced the launch of Winning on Purpose:The Unbeatable Strategy of Loving Customersby Darci Darnell, Maureen Burns and Fred Reichheld, creator of the Net Promoter System\u2120 in December. This new book provides extensive and convincing evidence that customer capitalism allows all stakeholders to win whilebuilding a sustainable future.<\/p>\n\n\n\n
In Winning on Purpose, the authors detail why businesses should make enriching the lives of customers their primary purpose, proving that this is the best way of ensuring sustainable growth, happily fulfilled employees and robust investor returns. The book also unveils two of Bain\u2019s new innovations: Net Promoter 3.0, which has been updated to meet today\u2019s current business and social environment, and Earned Growth, an accounting-based twin for NPS.<\/p>\n\n\n\n
Fred Reichheld, Bain & Company fellow and creator of the Net Promoter System\u2120, said: \u201cDissatisfaction is surging against traditional capitalism. It has become critical for businesses to move away from financial capitalism, which is focused primarily on profits, andstakeholder capitalism, which ultimately doesn\u2019t satisfy anyone, to customer capitalism, which makesenriching the lives of customers a top priority.
\u201cThat\u2019s proven to be the best way to ensure robust, sustainable results for all stakeholders,\u201d Reichheldasserted.\u201cNPS shines as a guide star for leaders committed to making their companies truly great.\u201d<\/p>\n\n\n\n
With an entertaining and inspiring mix of personal stories, customer and employee experiences along with CEO and investor insights, the authors share key messages:<\/p>\n\n\n\n
\u2022 How NPS feedback from millions of customers has revealed that the previously invisible forces of love and loyalty drive business success\u2014and how traditional financial metricsorient companies toward greed and self-interest.<\/p>\n\n\n\n
\u2022 Whymost NPS practitioners achieve just a small fraction of the system\u2019s potential, and how leading practitioners use it as a moral compass to ensure people are treated right. Featured case studies includeApple, Amazon, Airbnb, and Tesla.<\/p>\n\n\n\n
\u2022 The Revolutionary Earned Growth Rate (EGR), which provides the accounting twin to complement NPS, ensuring firms earn \u201cgood profits,\u201d mainly generated when loyal consumers come back for more and bring their friends along.<\/p>\n\n\n\n
\u2022 How to fight the Great Resignation by empowering employees to serve customers and hear how they did. The best companies know that the human touch is a key competitive differentiator for customer satisfaction and retention. And that for employees, the freedom to serve customers with empathy and creativity is the best path to extraordinary teams.<\/p>\n\n\n\n
\u2022 The F.R.E.D. Stock Index (FREDSI), which tracks total shareholder return for companies that achieve their industry\u2019s highest NPS. Not only are these companies customer-love winners; they consistently beat the stock market, with annual returns of more than 26%–almosttriple the stock market average over the past decade.<\/p>\n","protected":false},"excerpt":{"rendered":"
Winning companies\u2014orthose that truly make the world a better place, deliver 2-3 times the average stock market returns and offer fulfilling work for their employees\u2014oftenhave one thing in common: theyput their customers first, ahead of all other stakeholders. Many of these top companies are adept practitioners of Bain & Company\u2019s widely used Net Promoter Score\u2120 […]<\/p>\n","protected":false},"author":1,"featured_media":14834,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_seopress_robots_primary_cat":"none","_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","footnotes":""},"categories":[2],"tags":[],"class_list":["post-14832","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news"],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14832","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/comments?post=14832"}],"version-history":[{"count":1,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14832\/revisions"}],"predecessor-version":[{"id":14835,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/posts\/14832\/revisions\/14835"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/media\/14834"}],"wp:attachment":[{"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/media?parent=14832"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/categories?post=14832"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/pressreleasenetwork.com\/site\/wp-json\/wp\/v2\/tags?post=14832"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}