Fred Reichheld: Win on Purpose

Fred Reichheld, a bestselling author and customer loyalty expert, shares his transformative insights on enriching customer lives as the core purpose of business. He discusses the importance of the Net Promoter Score as a genuine measure of customer satisfaction while cautioning against its misuse. Reichheld emphasizes the need for organizations to prioritize employee empowerment and cultivate loyalty through meaningful relationships. He also advocates for a holistic approach to success that values community and culture over mere financial metrics.