Top Business Books of 2021
Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld (Harvard Business Review Press)—I’m a huge Fred Reichheld fan and have been a proponent of companies using the NPS (Net Promoter Score) to measure customer satisfaction and loyalty. Winning On Purpose is about NPS 3.0, which is Reichheld’s take on the golden rule—treat customers the way you would want a loved one to be treated. When customers feel the love, they come back to do more business with you, bringing their friends and loved ones along with them. Of course, he backs this up with stats, facts and empirical proof that companies with high NPS scores outperform laggards.