Thu Mar 20 2025

What if the key to business success isn't just about profits, but about truly enriching customers' lives? In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and warns against AI’s misuse in customer experience. With insights on leadership, customer-centric growth, and sustainable success, this episode is a must-listen for business leaders seeking to build lasting customer relationships.