TGM Classic | 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 is the one key driver of customer loyalty
  • Definition of Net Promoter System℠ (NPS®) and how it works
  • Fred explains the NPS rating scale
  • Verbal NPS versus digital NPS
  • NPS versus eNPS
  • What makes a great leader
  • And other topics…

Meet Fred:

Fred Reichheld is a leading business strategist known for developing the Net Promoter Score (NPS), a widely used metric for measuring customer loyalty. A Fellow at Bain & Company, he’s authored influential books like “The Loyalty Effect” and “The Ultimate Question.” Reichheld’s insights have helped businesses worldwide cultivate customer-centric cultures and drive growth through loyalty-based strategies.

Meet Darius: 

Darius is your host of The Greatness Machine. 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

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. 


Make Greatness Happen!



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Twitter: @kingdarius

LinkedIn: @dariusmirshahzadeh


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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