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Fred Reichheld

6 Podcast Episodes

Latest 4 Apr 2021 | Updated Daily

Weekly hand curated podcast episodes for learning

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Interview: Turning Moments that Matter into a Competitive Advantage, with Fred Reichheld of Bain & Company, creator of the Net Promoter System

Unpacking the Digital Shelf

The trend of brand manufacturers going direct to consumer has created more opportunities than ever for them to delight their consumers with moments that matter. That delight turns into consumer advocacy and loyalty, which drives margin and revenue. Fred Reichheld, creator of the loyalty practice at Bain & Company, and the legendary creator of the Net Promoter System, spoke with Peter Crosby about what it means to be a promoter-based business and the path to turning consumer delight into business success.

34mins

8 Mar 2021

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Ep. 154: Fred Reichheld (Employee Engagement)

CX Network

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel like they are being listened to, they have a voice, and that the team is consistently being put in a position where they can enrich the lives of customers and see that as the core purpose in their work.”

9mins

25 Mar 2020

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CX: Fred Reichheld (Employee Engagement)

B2BiQ

Fred Reichheld joins us again, this time to discuss employee engagement. The business benefit to ensuring a positive employee experience is because that translates to a positive customer experience. As Fred discussed last time, a good customer experience means an increase in profit. However, Fred is careful to clearly define what make a good employee experience. Is it lots of vacation time, the ability to shirk difficult customers, and taking on only the best shifts? Of course not, as this would lead to a bad customer experience. Fred instead focuses on “helping your employees lead great lives of meaningful service.” Technology is used as a tool to automate unfulfilling tasks that humans used to be responsible for. In turn, human talent is freed up to inform, innovate, and provide meaningful change to the customer experience. Finally, Fred makes suggestions on to achieve such a lofty goal. Ultimately, Fred says, “I think what inspires people to do their best is when they feel like they are being listened to, they have a voice, and that the team is consistently being put in a position where they can enrich the lives of customers and see that as the core purpose in their work.”

9mins

24 Mar 2020

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CX: Fred Reichheld (Customer Centricity)

B2BiQ

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.

12mins

18 Mar 2020

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Ep. 153: Fred Reichheld (Customer Centricity)

CX Network

Fred Reichheld, the creator of the Net Promoter System (NPS), joins us to discuss the task of building a customer-centric culture. Companies that do the best at enriching the lives of their customers are growing two-and-a-half times faster than their competition. Today, word of mouth and truth spreads like wildfire. The modern enterprise can no longer depend on clever advertising campaigns to mask their shortcomings. Building a customer-first culture isn’t always easy, though. Legacy companies have to fight through their capitalistic pasts. Metrics need to change. Shareholders must get on board with the new nature of business. The Net Promoter Score is successful because it provides data that proves the effectiveness of customer-centricity to the bottom line. It is a modern-day metric that replaces the ones that no longer serve today’s landscape. Fred offers both suggestions and examples on how to successfully pivot to a customer-centric business model during this insightful conversation.

12mins

18 Mar 2020

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Driving Customer and Employee Loyalty with Fred Reichheld

Market Edge with Larry Weber

Glenn discusses Driving Customer and Employee Loyalty with Fred Reichheld, a Bain Fellow and founder of Bain and Companys Loyalty Practice, which helps companies achieve results through customer and employee loyalty.

32mins

22 Jan 2013