What's the Pioneering Edge for Today's CX Leaders according to NPS Creator, Fred Reichheld? There's so much to unpack in this episode: Fred shares about a personal vulnerability What's the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you've won or lost? What is financial capitalism and why should it die? What's on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Fred Reichheld Bio FRED REICHHELD is the creator of the Net Promoter system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. Fred is a frequent speaker at major business forums, and his work on customer loyalty has been widely covered in the Wall Street Journal, New York Times, Financial Times, Fortune, Businessweek, and The Economist. He has made fifteen contributions to the Harvard Business Review and, in 2012, became one of the original LinkedIn Influencers, an invitation-only group of corporate leaders and public figures who are thought leaders in their respective fields. In 2003, Consulting Magazine named Fred as one of the world's "25 Most Influential Consultants." According to the New York Times, Fred "put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard Business School (MBA, 1978). He is based in Cape Cod and Miami. Video about Winning on Purpose - https://www.bain.com/our-team/fred-reichheld/ Catch Fred's Articles on LinkedIn - https://www.linkedin.com/pulse/big-ideas-2023-battling-inflation-companies-cant-just-fred-reichheld/ Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

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