In today's episode, the NCG Book Club is back with a lively discussion on “Winning on Purpose: The unbeatable strategy of Loving Customers” by Fred Reicheld, facilitated by Michael Murray, President of Textbook Painting and Member Coach with NCG. This book reconstructs how NPS (Net Promoter Score) is used and analyzed within businesses. Winning on Purpose suggests that the primary purpose of business should be to enrich the lives of customers, and that deeply investing in the customers and their experience with your company brings back THEIR business and kickstarts their friends' business interactions, leading to earned growth and increased profits.

This discussion and the book itself have inspired us to think harder about NPS and its place as a critical KPI in our financial workbook going forward. If the NPS system is new to you - don’t worry! We start off our conversation defining the system before jumping into the book highlights and takeaways.