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008			210531s2021 maua b 001 0 eng
010			_a 2021025748
020			_a9781647821784
040			_aMH/DLC _beng _erda _cDLC _dDLC
042			_apcc
050	0	0	_aHF5415.55 _b.R435 2021
082	0	0	_a658.812 _223 _bREI-W
100	1		_aReichheld, Frederick F.
245	1	0	_aWinning on purpose : _bthe unbeatable strategy of loving customers _cby Fred Reichheld
260			_aBoston : _bHarvard Business Review Press, _c©2021
300			_axxiii, 254 p. : _bill. ; _c24 cm
500			_aIncludes bibliographical references and index.
505			_t1. Introduction: Know your purpose (then live it) _t2. Lead with love (the unbeatable purpose) _t3. Aim for greatness (we all can be great) _t4. Love your customers (the quintessence of customer capitalism) _t5. Inspire your teams (to embrace a life of meaning and service) _t6. Respect your investors (loyalty-driven growth engines deliver true value) _t7. Honor the Golden Rule (but first, understand it) _t8. Be remarkable (not merely satisfactory) _t9. Be persistent (build culture-reinforcing systems) _t10. Be humble (Net Promoter 3.0 and beyond).
520			_a"Can your company win by embracing a higher purpose? The answer is a resounding yes-and this book tells you how. Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Since its introduction two decades ago by author and customer loyalty guru Fred Reichheld, companies across the spectrum have adopted it-from industrial giants such as Mercedes-Benz and Cummins to Silicon Valley sweethearts such as Apple and Google to digital innovators such as Warby Parker and Peloton. Why? Love. In Winning on Purpose, which grows directly out of NPS, Reichheld argues that the primary purpose of a business should be to enrich the lives of its customers-and the best way to do that is to embrace a rating system that segments customers into Promoters, Passives, and Detractors. NPS illuminates a radically simple idea: prosper by treating people the way you want to be treated. It puts the Golden Rule-and love-at the heart of enduring business success. Across a wide range of industries, the "star" NPS companies consistently deliver higher returns to shareholders. Want to double the stock market returns of an index fund? This book shows you how. 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"-generated when customers come back for more and bring their friends-and argues convincingly that EGR should be included in audited financial statements. 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-read story of the management phenomenon of our time-and your indispensable guide to making NPS the key to your own company's success"--
650		0	_aRelationship marketing.
650		0	_aCustomer loyalty.
650		0	_aConsumer satisfaction.
650		0	_aMarketing research.
650		0	_aWord-of-mouth advertising.
776	0	8	_iOnline version: _aReichheld, Fred. _tWinning on purpose _dBoston, MA : Harvard Business Review Press, [2021] _z9781647821791 _w(DLC) 2021025749
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