Audiobooks by Fred Reichheld

HBR's 10 Must Reads on Strategic Marketing

Stop pushing products-and start cultivating relationships with the right customers. If you read (or listen to) nothing else on marketing that delivers competitive advantage, listen to these ten articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it-and your customers-at the center of your business. Leading experts such as Ted Levitt and Clayton Christensen provide the insights and advice you need to: figure out what business you're really in; create products that perform the jobs people need to get done; get a bird's-eye view of your brand's strengths and weaknesses; tap a market that's larger than China and India combined; deliver superior value to your B2B customers; and end the war between sales and marketing.

Clayton M. Christensen, Fred Reichheld, Harvard Business Review, Philip Kotler, Theodore Levitt (Author), Bernard Setaro Clark, Susan Larkin (Narrator)

Audiobook

Winning on Purpose: The Unbeatable Strategy of Loving Customers

Can your company win by embracing a higher purpose? Yes-and this book tells you how. Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it-from industrial giants such as Mercedes-Benz and Cummins Engine to Silicon Valley sweethearts such as Apple and Google to digital innovators like Warby Parker and Peloton. Why? Love. In Winning on Purpose, Reichheld argues that the primary purpose of a business should be to enrich the lives of its customers. NPS does this by putting the Golden Rule-loving customers-at the heart of enduring business success. But winning on purpose isn't easy. Reichheld explains why most NPS practitioners achieve just a small fraction of the system's full potential, and presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable measure of what he calls 'good profits.' Delivering an engaging mix of in-depth business examples and moving personal stories, Reichheld distills and advances the essentials of NPS. Winning on Purpose is the must-listen story of the management phenomenon of our time-and your indispensable guide to making NPS the key to your own company's success.

Fred Reichheld (Author), Walter Dixon (Narrator)

Audiobook

The Ultimate Question

Business leaders have lost sight of what makes a company grow. Indeed, almost 80% of the world's top 2000 firms failed to achieve a modest 5% real annual growth in sales and earnings over the past decade. The problem is that while there are two fundamental requirements for business success and growth, good profits and good relationships, only one gets measured. The science of measuring profits has progressed steadily since the advent of double-entry bookkeeping in the fifteenth century. However, measuring the goodness of relationships remains trapped in the nebula between sociology and the pseudo-science of satisfaction surveys. For years, these surveys have failed to make it out of the marketing department and their design failed to distinguish between passively satisfied customers, those who are pleased enough with a company's performance and service not to leave, and true promoters, those who actively recommend the company to others. Now, loyalty guru Fred Reichheld has discovered in the course of extensive research that one simple measure, the number of a company's promoters vs the number of detractors, or its net promoter score points accurately and consistently to company growth rates across a range of contexts and industries. This is a very powerful idea: one number, one measure, that is the necessary condition for company growth. Of course other factors matter, but the simple, powerful truth behind Reichheld's discovery is that the best way to grow is by treating customers so well that they come back for more and refer their friends, i.e., to get more promoters and fewer detractors. And when leaders rigorously measure and publish their net-promoter statistics, organizations can begin to manage growth as carefully as they now manage profits. In this way, companies are like communities comprised of mutually beneficial relationships (among investors, suppliers, employees, channel partners). Any community's ability to grow and prosper depends on its ability to recruit constituents and convert them into loyal community members. Whether the community is a church, a school, a charity, or a business enterprise, it is this same formula that generates growth, get more promoters and fewer detractors. This audio book shows how companies can develop practical, real-time feedback that identifies customer promoters and detractors. It's three-part structure shows readers (1) how one number can solve your growth problem; (2) how to measure the one number; and (3) how to improve the one number by making your company more like a community. This is the tool, and the audio book, that can help you drive accountability for relationships, and ethics, down to the small team and individual level. It's the one number you need to grow.

Fred Reichheld (Author), David Marcum, Fred Reichheld (Narrator)

Audiobook

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Cus

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: -Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success -Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers -Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

Fred Reichheld, Rob Markey (Author), Walter Dixon (Narrator)

Audiobook