Winning on Purpose: The Unbeatable Strategy of Loving Customers

I’ve been following the movement of customer centricity, the use of NPS scores, etc. Thus, I was super excited to read this book. Three days later, outstanding. Love the idea of Earned Growth Rate as a customer metric. It’s books like this (and Peter Fader’s book on customer centricity) that provide real clarity on how to execute on loyalty.

25 years ago I picked up Fred's book on Loyalty, then I practised with NPS but now, it all comes home with Earned Growth Rate (EGR). Makes too much sense. Should be easy to implement and practice. Looking forward to good results.

Ainda estou no início do livro mas Reichheld tem uma ótima capacidade de ligar a lealdade aos objetivos de negócio de qualquer empresa. Imagino que seguirá com ótima qualidade como foi com o The Ultimate Question.

It's such a simple idea that companies who treat customers and employees well do better! Yet it seems hard to realize in practice. therefore we need great reminders like this book which provides not just anecdotes or one off examples, but interesting hard, financial evidence. Great read, and definitely worth adding to your business (and general life lessons) library.

Much of this book contains examples from large, best-in-class companies, but the concepts are applicable to organizations of any size. Mr. Reichheld offers three particularly meaty chapters that make this book worth reading. It's an enjoyable read with a conversational tone, but if you're like me, you will find yourself still considering his insights weeks later.