{"title":"Fred Reichheld","description":"\u003cp\u003eFred Reichheld's works illuminate the art of customer loyalty and sustainable business growth. Centrepieces like \u003cem\u003eThe Ultimate Question 2.0\u003c\/em\u003e explore how measuring customer satisfaction can transform company strategy and culture, focusing on long-term value rather than short-term gains.\u003c\/p\u003e\n\n\u003cp\u003eHis contributions to collections such as \u003cem\u003eHBR's 10 Must Reads on Marketing\u003c\/em\u003e blend insight with practical wisdom, offering thoughtful perspectives on marketing and purposeful leadership. Readers drawn to business and entrepreneurship will find Reichheld's ideas a compelling guide to winning through genuine customer relationships.\u003c\/p\u003e","products":[{"product_id":"hbrs-10-must-reads-2023-by-linda-a-hill-9781647824556","title":"HBR's 10 Must Reads 2023","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003eA year's worth of management wisdom, all in one place.\u003c\/p\u003e\n\n\u003cp\u003eWe've reviewed the ideas, insights, and best practices from the past year of \u003cem\u003eHarvard Business Review\u003c\/em\u003e to keep you up to date on the most cutting-edge, influential thinking driving business today. With authors from Francesca Gino to Adam Grant and company examples from Pfizer to Microsoft, this volume brings the most current and important management conversations right to your fingertips.\u003c\/p\u003e\n\n\u003cp\u003eThis book will inspire you to:\u003c\/p\u003e\n\n\u003cul\u003e\n    \u003cli\u003eAdopt the best practices for creating a truly flexible workplace\u003c\/li\u003e\n    \u003cli\u003eRefocus your strategy to prioritise the few initiatives with the greatest potential impact\u003c\/li\u003e\n    \u003cli\u003eNavigate the challenges of role transitions—and learn how those in changing roles can get up to speed faster\u003c\/li\u003e\n    \u003cli\u003eImplement diversity training that will help employees overcome bias and commit to improvement\u003c\/li\u003e\n    \u003cli\u003eOvercome roadblocks during the innovation process so rapid experimentation will pay off\u003c\/li\u003e\n    \u003cli\u003eLead with a commitment to sustainability\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003eThis collection of articles includes \u003cem\u003eThe Future of Flexibility at Work\u003c\/em\u003e, by Ellen Ernst Kossek, Patricia Gettings, and Kaumudi Misra; \u003cem\u003eEliminate Strategic Overload\u003c\/em\u003e, by Felix Oberholzer-Gee; \u003cem\u003eDrive Innovation with Better Decision-Making\u003c\/em\u003e, by Linda A. Hill, Emily Tedards, and Taran Swan; \u003cem\u003eUnconscious Bias Training that Works\u003c\/em\u003e, by Francesca Gino and Katherine Coffman; \u003cem\u003eWhy You Aren't Getting More from Your Marketing AI\u003c\/em\u003e, by Eva Ascarza, Michael Ross, and Bruce G.S. Hardie; \u003cem\u003eNet Promoter 3.0\u003c\/em\u003e, by Fred Reichheld, Darci Darnell, and Maureen Burns; \u003cem\u003eHow Chinese Retailers are Reinventing the Customer Journey\u003c\/em\u003e, by Mark J. Greeven, Katherine Xin, and George S. Yip; \u003cem\u003eThe Circular Business Model\u003c\/em\u003e, by Atalay Atasu, Celine Dumas, and Luk N. Van Wassenhove; \u003cem\u003eHow to Succeed Quickly in a New Role\u003c\/em\u003e, by Rob Cross, Greg Pryor, and David Sylvester; \u003cem\u003eAccounting for Climate Change\u003c\/em\u003e, by Robert S. Kaplan and Karthik Ramanna; and \u003cem\u003ePersuading the Unpersuadable\u003c\/em\u003e, by Adam Grant.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46720497877228,"sku":"9781647824556","price":39.99,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/19064103482774.jpg?v=1754589578"},{"product_id":"the-ultimate-question-20-revised-and-expanded-edition-by-fred-reichheld-9781422173350","title":"The Ultimate Question 2.0 (Revised and Expanded Edition)","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003eIn the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: \u003cem\u003eWould you recommend us to a friend?\u003c\/em\u003e By asking customers this question, you generate a vital metric: your Net Promoter Score.\u003c\/p\u003e\n\n\u003cp\u003eIn the five years since the book was published, Net Promoter has transformed companies large and small, across industries and sectors. Far more than a metric, it constitutes a game-changing system and ethos that rivals Six Sigma in its power.\u003c\/p\u003e\n\n\u003cp\u003eIn this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46723944251628,"sku":"9781422173350","price":74.99,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/9415243482694.jpg?v=1754702151"},{"product_id":"winning-on-purpose-by-maureen-burns-9781647821784","title":"Winning on Purpose","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cb\u003eGreat leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star.\u003c\/b\u003e\u003c\/p\u003e\n\n\u003cp\u003eFew management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.\u003c\/p\u003e\n\n\u003cp\u003eNow, Reichheld has raised the bar yet again. In \u003ci\u003eWinning on Purpose\u003c\/i\u003e, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries.\u003c\/p\u003e\n\n\u003cp\u003eBut winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS.\u003c\/p\u003e\n\n\u003cp\u003eWith keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. \u003ci\u003eWinning on Purpose\u003c\/i\u003e is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46724204429548,"sku":"9781647821784","price":64.99,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/19036383482774.jpg?v=1754716081"},{"product_id":"hbrs-10-must-reads-on-strategic-marketing-with-featured-article-marketing-myopia-by-theodore-levitt-by-clayton-m-christensen-9781422189887","title":"HBR's 10 Must Reads on Strategic Marketing (with featured article \"Marketing Myopia,\" by Theodore Levitt)","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cstrong\u003eStop pushing products—and start cultivating relationships with the right customers.\u003c\/strong\u003e\u003c\/p\u003e\n\n\u003cp\u003eIf you read nothing else on marketing that delivers competitive advantage, read these 10 articles. We've combed through hundreds of articles in the \u003cb\u003eHarvard Business Review\u003c\/b\u003e archive and selected the most important ones to help you reinvent your marketing by putting it—and your customers—at the centre of your business.\u003c\/p\u003e\n\n\u003cp\u003eLeading experts such as Ted Levitt and Clayton Christensen provide the insights and advice you need to:\u003c\/p\u003e\n\n\u003cul\u003e\n  \u003cli\u003eFigure out what business you're \u003cem\u003ereally\u003c\/em\u003e in\u003c\/li\u003e\n  \u003cli\u003eCreate products that perform the jobs people need to get done\u003c\/li\u003e\n  \u003cli\u003eGet a bird's-eye view of your brand's strengths and weaknesses\u003c\/li\u003e\n  \u003cli\u003eTap a market that's larger than China and India combined\u003c\/li\u003e\n  \u003cli\u003eDeliver superior value to your B2B customers\u003c\/li\u003e\n  \u003cli\u003eEnd the war between sales and marketing\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":46816875184364,"sku":"9781422189887","price":64.0,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/9580613482694.jpg?v=1757858320"},{"product_id":"hbrs-10-must-reads-on-marketing-updated-and-expanded-featuring-marketing-myopia-by-theodore-levitt-by-harvard-business-review-9798892793049","title":"HBR's 10 Must Reads on Marketing, Updated and Expanded (featuring \"Marketing Myopia\" by Theodore Levitt)","description":"\u003cdiv class=\"book-description\"\u003e\n\u003cp\u003e\u003cstrong\u003ePut customers at the core of your business.\u003c\/strong\u003e\u003c\/p\u003e\n\n\u003cp\u003eIf you read nothing else on marketing, read this book. We've chosen a new selection of current and classic \u003ci\u003eHarvard Business Review\u003c\/i\u003e articles that will help you connect better with your established customers, develop offerings that attract new ones, and unlock opportunities for growth.\u003c\/p\u003e\n\n\u003cp\u003eThis book will inspire you to:\u003c\/p\u003e\n\n\u003cul\u003e\n  \u003cli\u003eAlign your sales and marketing teams for maximum impact\u003c\/li\u003e\n  \u003cli\u003eMeasure the real-world value of customer loyalty\u003c\/li\u003e\n  \u003cli\u003eBlend human and machine intelligence to manage your brand\u003c\/li\u003e\n  \u003cli\u003eReap the benefits of psychological targeting, ethically\u003c\/li\u003e\n  \u003cli\u003eDevelop influencer campaigns that generate real returns\u003c\/li\u003e\n  \u003cli\u003eBuild a customer strategy around personalization\u003c\/li\u003e\n\u003c\/ul\u003e\n\n\u003cp\u003eThis collection of articles includes 'Marketing Myopia', by Theodore Levitt; 'Net Promoter 3.0', by Fred Reichheld, Darci Darnell, and Maureen Burns; 'Analytics for Marketers', by Fabrizio Fantini and Das Narayandas; 'Personalization Done Right', by Mark Abraham and David C. Edelman; 'What Psychological Targeting Can Do', by Sandra Matz; 'Why CMOs Never Last', by Kimberly A. Whitler and Neil A. Morgan; 'Are Your Marketing and Sales Teams on the Same Page?', by Kelsey Raymond; 'How AI Can Power Brand Management', by Julian De Freitas and Elie Ofek; 'Attract New Customers Without Alienating Your Old Ones', by Ryan Hamilton and Annie Wilson; 'Does Influencer Marketing Really Pay Off?', by Fine F. Leung, Jonathan Z. Zhang, Flora F. Gu, Yiwei Li, and Robert W. Palmatier; 'The Right Way to Build Your Brand', by Roger L. Martin, Jann Schwarz, and Mimi Turner; 'Is Your Marketing Organization Ready for What's Next?,' by Omar Rodríguez-Vilá, Sundar Bharadwaj, Neil A. Morgan, and Shubu Mitra.\u003c\/p\u003e\n\n\u003cp\u003e\u003ci\u003eHBR's 10 Must Reads\u003c\/i\u003e are definitive collections of classic ideas, practical advice, and essential thinking from the pages of \u003ci\u003eHarvard Business Review\u003c\/i\u003e. Exploring topics like disruptive innovation, emotional intelligence, and new technology in our ever-evolving world, these books empower any leader to make bold decisions and inspire others.\u003c\/p\u003e\n\n\u003cp\u003eThis Updated and Expanded edition features new, breakthrough articles, additional short-form pieces, and a detailed discussion guide to give you and your team the tools you need for sustained success.\u003c\/p\u003e\n\u003c\/div\u003e","brand":"Hachette Aotearoa New Zealand","offers":[{"title":"Default Title","offer_id":47647698616556,"sku":"9798892793049","price":49.99,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0705\/7784\/8556\/files\/17ff5ff9f8953c454e7773b55d58049c.jpg?v=1779235280"}],"url":"https:\/\/bookhero.live\/collections\/fred-reichheld.oembed","provider":"Book Hero","version":"1.0","type":"link"}