Fred Reichheld
speaker
474 appearances
1 recordings
1 series
first heard Jun 2026
last heard 19 Jun
Fred Reichheld’s voice in public audio — every appearance, attributed to the second.
Trend
recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jun 2026 with 1.
Appearances
Costco has the same philosophy.
You're a good customer.
And they have my track record as a customer.
They know we buy a lot.
You are unhappy with that product that we don't deserve it.
And the manufacturer doesn't deserve any profit.
What an amazing...
common sense way to run a business.
It's an excellent question, and I've wrestled with that for a long time.
I see people misusing that promoter the way car dealers do, begging for scores.
But with surveys, unless you have a big panel with double-blind research, you can't get honest, accurate, comparable scores.
What do we measure that really gets to the heart of customer love?
In Winning on Purpose, I introduce a new metric that I think it deserves to be the equal of Net Promoter.
Maybe someday it's slight superior.
It's called earned growth.
And it takes the point of view that with every customer, you have to keep track of, are they buying more or less or defecting?
And are they referring friends?
And so your earned growth is your total growth the business generates in revenue that comes from existing customers being happy and buying more and the friends they refer.
Great companies will have earned growth rates
130 140 150 so you think about their resting growth rate with no sales and marketing they're just growing like crazy i think for entrepreneurs and for and for the serious numbers people force them to start measuring your earned growth rate and your earned growth component for every customer and you'll start focusing on the right things instead of aggregates like total revenue which can lead you down the wrong path
Showing 321–340 of 474 · page 17 of 24
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