Fred Reichheld
Winning on Purpose: The Unbeatable Strategy of Loving Customers Fred Reichheld with Darci Darnell and Maureen Burns Harvard Business Review Press (December 2017) Need an unbeatable strategy for success? Enrich the lives of your customers. Years ago, Southwest Airlines’ then…
Read MoreCarmine Gallo is the communications coach for the world’s most admired brands. A former journalist for CNN and CBS, Gallo works directly with the world’s top business leaders to craft compelling messages, tell inspiring stories and share innovative ideas. Gallo…
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Innovating Analytics: Word of Mouth Index- Use the Next Generation of Net Promoter to Increase Sales and Drive Results Larry Freed John Wiley & Sons (2013) How and why the best innovations in customer experience analytics can create a decisive…
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The Power of Why: Breaking Out in a Competitive Marketplace Richard Weylman New Harvest (April 2013) Why you must keep asking “Why?” until you understand why In his book Begin with Why, Simon Sinek asserts — and I agree —…
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Finding Keepers: The Monster Guide to Hiring and Holding the World’s Best Employees Steve Pogorzelski and Jesse Harriott with Doug Hardy McGraw-Hill (2008) Finding “keepers” is only one step in a perilous process. Here’s what you need to know about…
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Carmine Gallo is the communications coach for the world’s most admired brands. A former journalist for CNN and CBS, Gallo works directly with the world’s top business leaders to craft compelling messages, tell inspiring stories and share innovative ideas. Gallo is a popular keynote speaker…
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Roadmap to Revenue: How to Sell the Way Your Customers Want to Buy Kristin Zhivago Bristol & Shipley (2011) How to determine what, when, and how prospective buyers wish to make a purchase In a sales environment in which consumers…
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These are not head-snapping revelations. Everything that follows is simply common sense. These suggestions are provided in the spirit of Benjamin Franklin whom Walter Isaacson characterizes as “America’s first Yuppie.” Here are ten (10) attitudes, strategies, and initiatives to consider: …
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The Ultimate Question 2.0: How NET PROMOTER Companies Thrive in a Customer-Driven World Fred Reichheld with Rob Markey Harvard Business Review Press (2011) Here is an open-source system whose “engine” can drive profitable growth This is a revised and expanded…
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Net Promoter 3.0
Here is an excerpt from an article written by Fred Reichheld, Darci Darnell, and Maureen Burns for Harvard Business Review and the HBR Blog Network. They discuss a better system for understanding the real value of happy customers. To read…
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