Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. According to the New York Times, Fred “put loyalty economics on the map.” The Economist refers to him as the “high priest” of loyalty. How are people/companies implementing NPS the wrong way? What is the right way? How has NPS evolved? What is the relationship between love and loyalty? What happens when customers feel love from a company? What is the power of a recommendation? Why should companies focus on frontline team leaders? What does it take to be remarkable? Which companies do this well? How does persistence provide a foundation for building loyalty? Why is it that only 10% of executives believe the primary purpose of the business is to enrich customers' lives? *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** Nick's NEW book: Reasons NOT to Focus on CX is now available at Barnes & Noble. *** LISTENER SUPPORT Support this show through Buy Me A Coffee *** BOOK RECOMMENDATIONS: Learn about all the guests’ book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message