Customer Centricity: The Role of Leadership

Fred Reichheld, author of the Net Promoter book, The Ultimate Question, gave a historical review of the history of NPS. He has spent 30+ years talking about the importance of loyalty. Loyalty is a difficult term it seems for businesses to latch onto, so you are better off talking about growth. The two are almost synonymous. Loyalty leaders grow at 2.6 times that of competitors. Loyal customers do four key things that drive growth:

1. Repurchase
2. Buy more
3. Refer
4. Give feedback