Reichheld and Markey: Measuring the Golden Rule

In 2003, Fred Reichheld, a partner at Bain & Company, gave birth to a movement and full-blown management system when he developed what he called the Net Promoter System. NPS was a new way of measuring how well an organization treated the people whose lives it affected. It was based on the principles of the Golden Rule and deceptively simple: on a scale from zero to 10, how likely is it that you will recommend us to a friend. Today, some 70 percent of large companies worldwide now employ some form of the NPS. 

 

In this podcast with QSB Insight’s Neil Bearse, Reichheld and Bain colleague Rob Markey, co-authors of The Ultimate Question 2.0, discuss why the NPS should “reside in the hearts and minds of every leader.” They show how organizations collect and use NPS data from customers and employees, how Apple Retail leverages NPS every day to build a passionate salesforce, and why organizations need to hire for enthusiasm and use training and recognition to reinforce this service mentality.