Beyond Profits: The Power of Customer Loyalty with Fred Reichheld
March 20, 2025
What if the key to business success isn't just about profits, but about truly enriching customers' lives?
In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and warns against AI’s misuse in customer experience. With insights on leadership, customer-centric growth, and sustainable success, this episode is a must-listen for business leaders seeking to build lasting customer relationships.
What if the key to business success isn't just about profits, but about truly enriching customers' lives?
In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and warns against AI’s misuse in customer experience. With insights on leadership, customer-centric growth, and sustainable success, this episode is a must-listen for business leaders seeking to build lasting customer relationships.
Join them as they discuss:
- Origins of NPS: Why Customer Satisfaction Scores Weren't Enough
- Common Mistakes: How Companies Misuse NPS Today
- Winning on Purpose: Getting the NPS Movement Back on Track
- Earned Growth Rate: The True Measure of Customer Loyalty
- AI and Customer Loyalty: Opportunities and Current Pitfalls
- Leadership Wisdom: Why Loving Your Teams Drives Success
Fred Reichheld is a world-renowned expert on customer and employee loyalty, best known as the creator of the Net Promoter System℠ (NPS®). A fellow at Bain & Company, he founded Bain’s Loyalty practice, helping companies drive profitable growth through customer-centric strategies. Named the “high priest” of loyalty by The Economist, he has authored five best-selling books, including Winning on Purpose (2021). His groundbreaking work has been featured in The Wall Street Journal, The New York Times, and Harvard Business Review. A sought-after speaker, Fred earned his MBA and AB with honors from Harvard University.
Episode Resources: