“Companies that put customers first—ahead of all other stakeholders—are the ones that win,” explain Fred Reichheld, Darci Darnell and Maureen Burns, authors of the new book, Winning On Purpose: The Unbeatable Strategy Of Loving Customers.
Furthermore, they share that when companies enrich the lives of customers as their company’s primary purpose, they ensure sustainable growth, happily fulfilled employees, and robust investor returns.
“When customers feel the love, they come back for more and bring their friends,” explain the authors. “And when you earn your customers’ trust, they openly share their needs and vulnerabilities. They provide honest feedback, which helps you design and deliver optimal experiences.”
Throughout the book, via a mix of personal stories, customer and employee experiences, along with CEO and investor insights, the authors demonstrate how to:
- Use a moral compass to ensure people are treated right.
- Serve customers with empathy and creativity.
- Use customer and front-line employee feedback and technology to deliver excellent customer service.
- Fight the Great Resignation.
The authors explain that business leaders should:
- Inspire teams to embrace a customer purpose, and enable their teams' success by allocating sufficient time, education, and resources to accomplish this mission.
- Ensure team members feel energized by this mission and are empowered to root out policies, procedures, and behaviors that are contrary to this mission.
- Employ systems and technology that support timely and reliable feedback from customers – including purchase behavior, usage, online commentary, ratings and customers service interactions.
- Appropriately recognize and reward team members who provide excellent customer service.
- Continuously invent new ways to delight customers with remarkable products and experiences. To do this, they explain that the best ideas often come from frontline team members.
Thank you to the book’s publisher for sending me an advance copy of the book.
Comments
Post a Comment