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Frederick F. Reichheld
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Winning on Purpose: The Unbeatable Strategy of Loving Customers Hardcover – December 7, 2021

by Fred Reichheld (Author), Darci Darnell (Author), Maureen Burns (Author)
4.6 out of 5 stars 243 ratings
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Previous page
  1. Print length
    288 pages
  2. Language
    English
  3. Publisher
    Harvard Business Review Press
  4. Publication date
    December 7, 2021
  5. Dimensions
    6.5 x 0.75 x 9.5 inches
  6. ISBN-10
    1647821789
  7. ISBN-13
    978-1647821784
  8. See all details
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Frequently bought together

  • Winning on Purpose: The Unbeatable Strategy of Loving Customers
  • +
  • The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
  • +
  • The Ultimate Question: Driving Good Profits and True Growth
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From the Publisher

Editorial Reviews

Review

"…a clear and passionate argument for companies focusing singularly on making the lives of their customers better—a thought-provoking thesis as more businesses shift from a primary focus on serving shareholders to embracing the values of stakeholder capitalism." — Charter

Advance Praise for Winning on Purpose:

"[Reichheld's] most important work to date. It proves that the primary purpose guiding all great organizations is to enrich the lives of customers." — John Donahoe, CEO, Nike (from the Foreword)

"Reichheld is a true pioneer in his field . . . his practical ideas earn a high Net Promoter Score." — Adam Grant, New York Times bestselling author, Think Again; host, TED WorkLife podcast

"Reichheld has again delivered a compelling and remarkable piece on winning through customer loyalty . . . 'Do the right thing' and read the book!" — Andrew C. Taylor, Executive Chairman, Enterprise Holdings

"This book is fantastic! Net Promoter is more relevant than ever in the digital world." — Brad Olson, Chief Business Officer, Peloton

"[Reichheld's] thinking has influenced our organization for decades, and he has raised the bar once again." — Tim Buckley, Chairman and CEO, Vanguard

"This book shows how NPS provides companies with both a moral compass and a powerful tool for success." — Zeynep Ton, professor, MIT Sloan School of Management; author, The Good Jobs Strategy

"Winning on Purpose confirms [Reichheld] as the unquestioned leader in his field. It's a must-read for any businessperson pursuing sustainable success." — Walt Bettinger, President and CEO, Charles Schwab

"Reichheld has changed the business community forever, first with Net Promoter and now with Earned Growth. Every entrepreneur should read this book." — Dave Gilboa, cofounder and co-CEO, Warby Parker

About the Author

Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice, and the author of five books, including the New York Times bestseller The Ultimate Question 2.0. He is currently a Fellow and Senior Advisory Partner at Bain, where he has worked since 1977. He divides his time between Cape Cod and Miami.

Darci Darnell is the global head of Bain's Customer practice. She has served in multiple global leadership roles and today sits on the firm's top elected governance committee. She is based in Chicago.

Maureen Burns is a Senior Partner in Bain's Customer practice. She is one of Bain's foremost experts on the Net Promoter System and Customer Loyalty. She is based in Boston.

You can find more about Fred Reichheld at:
bain.com/our-team/fred-reichheld
linkedin.com/in/fredreichheld
twitter.com/fredreichheld?lang=en

Product details

  • Publisher ‏ : ‎ Harvard Business Review Press (December 7, 2021)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 288 pages
  • ISBN-10 ‏ : ‎ 1647821789
  • ISBN-13 ‏ : ‎ 978-1647821784
  • Item Weight ‏ : ‎ 1.25 pounds
  • Dimensions ‏ : ‎ 6.5 x 0.75 x 9.5 inches
  • Customer Reviews:
    4.6 out of 5 stars 243 ratings

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Previous page

  1. Frederick F. Reichheld

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    Fred Reichheld is a Bain Fellow and founder of Bain & Company’s Loyalty Practice, which helps companies achieve results through customer and employee loyalty. He is the creator of the Net Promoter® system of management.

    His work in the area of customer and employee retention has quantified the link between loyalty and profits. Fred’s books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), and The Ultimate Question: Driving Good Profits and True Growth (HBSP, 2006) have each become best sellers.

    In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred reveals how NPS practitioners have utilized the Net Promoter System (NPS) to generate extraordinary results. Visit www.netpromotersystem.com to find more key insights and videos on driving this growth.

    See more on the author's page

  2. Fred Reichheld

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  3. Darci Darnell

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  4. Maureen Burns

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Customer reviews

4.6 out of 5 stars
4.6 out of 5
243 global ratings
5 star
77%
4 star
14%
3 star
7%
2 star
1%
1 star
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Top reviews from the United States

A. L. Daniel
5.0 out of 5 stars Thought Provoking and Well Worth the Money
Reviewed in the United States 🇺🇸 on January 23, 2023
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Jason Adams
4.0 out of 5 stars Excellent distillation of a complex topic
Reviewed in the United States 🇺🇸 on December 13, 2022
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Katherine
5.0 out of 5 stars Inspiring guidebook for purposeful business success
Reviewed in the United States 🇺🇸 on May 23, 2022
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Lori F
5.0 out of 5 stars Great Book with Important Lessons for your Team!
Reviewed in the United States 🇺🇸 on March 5, 2022
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Charles Kendig
5.0 out of 5 stars A winning formula
Reviewed in the United States 🇺🇸 on May 1, 2022
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Johnny Tremain
5.0 out of 5 stars Learned a ton of info that seems intuitive about business but is almost never put into practice
Reviewed in the United States 🇺🇸 on May 15, 2022
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Ananth Shenoy
5.0 out of 5 stars Worth recommending
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Wim Biemans
2.0 out of 5 stars Only mildly interesting
Reviewed in the United States 🇺🇸 on November 11, 2022
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Alexander L. Brown
5.0 out of 5 stars Simple idea, super metric
Reviewed in the United Kingdom 🇬🇧 on December 18, 2021
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Alfredo
5.0 out of 5 stars Compelling.
Reviewed in Spain 🇪🇸 on December 5, 2022
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Brendan Calder
5.0 out of 5 stars EGR will become as faniliar a business metric as EBITDA
Reviewed in Canada 🇨🇦 on February 10, 2022
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Atul Shinde
5.0 out of 5 stars Amazing, insightful & relevant for all times.
Reviewed in India 🇮🇳 on January 21, 2022
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RustuPai
5.0 out of 5 stars Ótimo livro
Reviewed in Brazil 🇧🇷 on January 5, 2022
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