Love thy neighbour as thyself. A winning business strategy.

Fred Reichheld is the inventor of the net promotor score (NPS). “Winning on Purpose: The Unbeatable Strategy of Loving Customers” book is about NPS 3.0. With a link to purpose, customer delight and the Golden Rule (Love thy neighbour as thyself). Is your company enriching the life of your customers? Are you brightening the days of their customers?

Most companies

Most companies overpay (or underprice) for new customers and underinvest in (or overcharge and underloved) loyal customers. The resulting churn is the enemy of efficiency and explains why so many firms struggle to achieve sustainable, profitable growth.

We tolerate bad service

Let’s be truthful. One reason why customers get such bad service today is that they tolerate it. Companies are wasting precious moments of our time on earth. We deserve better, and we can find it by searching out the suppliers earning the most enthusiastic recommendations from friends and family. And my advice to business leaders: make sure you are building that kind of company.

The seed of destruction is internal

When executives become arrogant, intoxicated by success, and committed to the undisciplined pursuit of more, you are in trouble. The primary enemies of sustained success are…