Episode 92
Interview: Turning Moments that Matter into a Competitive Advantage, with Fred Reichheld of Bain & Company, creator of the Net Promoter System
The trend of brand manufacturers going direct to consumer has created more opportunities than ever for them to delight their consumers with moments that matter. That delight turns into consumer advocacy and loyalty, which drives margin and revenue. Fred Reichheld, creator of the loyalty practice at Bain & Company, and the legendary creator of the Net Promoter System, spoke with Peter Crosby about what it means to be a promoter-based business and the path to turning consumer delight into business success.
March 8, 202134m 12s
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Show Notes
The trend of brand manufacturers going direct to consumer has created more opportunities than ever for them to delight their consumers with moments that matter. That delight turns into consumer advocacy and loyalty, which drives margin and revenue. Fred Reichheld, creator of the loyalty practice at Bain & Company, and the legendary creator of the Net Promoter System, spoke with Peter Crosby about what it means to be a promoter-based business and the path to turning consumer delight into business success.
Topics
b2csalsifybain & companycustomer firstbrand identityd2cdsipeter crosbyfred reichheldrob gonzalezbaindigital shelfdigital shelf institutecompetitive advantageb2bpodcastinterviewunpacking the digital shelfnet promoter system