Great examples and anecdotes from top businesses who have seen financial and moral success long-term through providing value and enriching the lives of customers.

This is an excellent book from the creator of NPS which most businesses use nowadays. In this book Fred Reichheld explained the origins of NPS, how it is being used incorrectly, and how the focus should be on enriching the lives of customers.

It is also fascinating to know about the stories of Fred himself, his experiences as a Bain consultant, his fight with cancer, and his delightful experiences with companies who epitomize the value of loving their customers.

He also introduced the Earned Growth Rate, a metric that will measure how customer loyalty affects businesses.

Just like his book The Ultimate Question 2.0, I hope that this one will also bring the another revolution on customer loyalty amongst many organizations.

A very enjoyable and.beneficial read. Expected a business feel, but was pleasantly surprised to discover a personal touch. This book, in my opinion, would be a great title for a small group to focus on together.