Transforming Experiences

(HLS) Measuring Your Impact on Patient Lives: A Deep Dive Into NPS

Episode Summary

Fred Reichheld, best known for creating the Net Promoter System℠ (NPS®), is a Fellow at Bain & Company. At Bain, he founded the company’s loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He is a New York Times best-selling author and recently published his latest book Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Episode Notes

Fred Reichheld, best known for creating the Net Promoter System℠ (NPS®), is a Fellow at Bain & Company. At Bain, he founded the company’s loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He is a New York Times best-selling author and recently published his latest book Winning on Purpose: The Unbeatable Strategy of Loving Customers. 

What You’ll Learn:

• How NPS is designed to help you win on purpose.
• Learnings from those who have implemented NPS.
• NPS best practices and some examples of great companies that embody this system.
• How to change the culture from within and be a more customer-focused organization.

Key Takeaways:

• A little bit about Fred and his career path [1:45]
• When you touch a life - you either enrich it or you diminish it. [3:44] 
• Unfortunately, many people are not using NPS to its full potential. [6:47]
• Fred doesn’t recommend linking NPS to employee bonuses or key performance indicators. It destroys the learning power of NPS. [8:08]
• Coaching is done best when it’s constructive and allows people to learn, listen, and get better. [11:49]
• Fred shares some examples of companies who use NPS to run their business. [15:34]
• Leaders should inspire teams to embrace the mission of enriching the lives they touch. [18:14]
• What’s the one question that gets to the heart of what makes teams happy and what makes them unhappy? [22:26] 
• Healthcare can be improved by making sure patients are treated with love and care. [27:26}
• Experience should be “mother care,” where everyone is treated as well as your mother should be. [30:02]
• Your reputation is everything. [32:07]

Continue on Your Journey:

Medallia.com
Netpromotersystem.com/about/
Bain.com
Fred on LinkedIn
Winning on Purpose: The Unbeatable Strategy of Loving Customers, by Fred Reichheld