Mutual loyalty. The legendary strategy of sincere customer engagement
Mutual loyalty. The legendary strategy of sincere customer engagement
Book Description
Almost 20 years ago, consultant and sales expert Fred Reicheld made the whole world pay attention to the loyalty economy. He developed a method for evaluating the Net Promoter System (NPS) customer experience and described it in his bestseller "Sincere Loyalty". Since then, thousands of companies around the world have used this strategy, including such giants as Apple, Cisco, American Express, Nike, Zappos, Philips, GE, eBay. Today, the author takes his system to a new level - NPS 3.0, and continues to demonstrate that the main goal of a business should not be short-term shareholder profit, but enriching the lives of its customers. Why? When customers feel sincere care and love, they come back and bring friends. The loyalty of your customers is your profit! Moreover, this approach is becoming a decisive factor in the struggle for talent in the new digital reality. Representatives of millennials and Generation Z want to work in companies with an inspiring goal. This book will help you implement a measurable and applied NPS tool into your company's practice and win customers for life!
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