157 | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in Business

In this episode, Darius and Fred discuss what great leadership looks like, the key driver of customer loyalty, and the ways to enrich the lives of other people. They also talk about NPS and eNPS and how these things work and help businesses measure the quality of their customer service.

In this episode, Fred and I talked about:

  • What helped Chris find his calling and vocation
  • What is success and how to measure it
  • What it looks like shifting from success to significance
  • Why a parent-child relationship is important
  • Chris shares the secret behind the success of GoBundance
  • What it means to leave a legacy
  • Overcoming imposter syndrome
  • And other topics…

Meet Fred:

Named by The Economist as the “high priest” of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of five books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. 

His latest book, co-authored with Bain’s Darci Darnell and Maureen Burns, is Winning on Purpose (Harvard Business Press, 2021). In the book, Fred reveals how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express, and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.

Meet Darius: 

Darius is your host of The Greatness Machine LIVE. Darius is a mad scientist, high-growth CEO, serial entrepreneur, author, conscious capitalist, speaker, and entertainer. Darius is on a quest to create 1,000,000 Core Value Driven Organization by 2030. He is calling this “The Core Value Revolution.” Darius is an alumni of the Birthing of Giants Entrepreneurial Program at MIT and Stagen Integral Leadership Program. Darius’s accolades include being ranked #9 Top Rated CEO in America on Glassdoor, has won numerous Stevie Awards, and has founded and grown organizations that have been ranked #40 in the Inc. 500 and were ranked #3 Best Places to Work By the San Francisco Business Time. He is all about the P’s: Passion, Pizza, Puzzles, and, especially, Pink Unicorns. His book, The Core Value Equation, is an Amazon #1 Best Seller and is available at www.thecorevalueequation.com.

The Greatness Machine shares lessons on how to framework your drive for results, create limitless space, and win the war on talent.

My team and I are on a mission to help YOU create a cultural revolution. I want to teach you how to build a core value driven organization. 



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Don’t let your Core Values become a company artifact!  Learn how to make Core Values the language of your organization.  Pre-order my book The Core Value Equation found at the link below 

The Core Value Equation




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