This week the ‘father’ of the Net Promotor Score
(NPS), one of the most widely admired and used measures of customer
impact, Fried Reichheld, speaks to us about the next wave of
customer focus- Customer Capitalism and NPV 3.0. Great companies
help people lead great lives- they are a force for good. At their
core they have a strong sense of purpose— to enrich the
lives of every customer they touch. Not just a slogan, but as
described by Fred, a systematic approach to building your company
and systems with the customer front and centre. He talks us through
why an enlightened understanding of the Golden Rule provides the
bedrock principle underpinning Customer Capitalism and why this
serves as the foundation for generating good and sustainable
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Timothy & Raj