— Brad Olson, Chief Business Officer, Peloton
We are very excited to have Fred Reichheld, the creator of the Net Promoter system of management and the founder of Bain & Company’s Loyalty practice, as our special guest on The Way Forward webcast series on May 17th. Fred is known for “putting loyalty economics on the map” and is a trusted expert in customer loyalty.
Two thirds of the Fortune 1000 now use Net Promoter Score (NPS), the world’s leading customer success and loyalty framework. Companies that achieve the highest NPS in their industry consistently beat the stock market over the past decade, with annual returns of 26%+, and outperform the vast majority of private equity funds. The very best return across the universe of funds and ETFs tracked by Morningstar barely reached 19% over the decade.
The issue at hand is that a July 2021 Bain & Co. survey of business executives revealed that only 10% of business leaders believe the primary purpose of their company is to enrich the lives of their customers. 90% of today’s executives dismiss the unbeatable advantages of a customer-centered purpose, which is sine qua non of loyalty leadership.
In his latest book, Winning on Purpose, Fred Reichheld shows why all businesses should make enriching the lives of customers their primary purpose. It’s the best way to ensure sustainable growth, happily fulfilled employees, and robust investor returns. He unveils Net Promoter 3.0 – updated for our current business and social environment and introduces Bain’s latest invention, Earned Growth, which provides an accounting-based twin for Net Promoter Score.
Leon Goren believes in purposeful leadership – the type that requires us to challenge the status quo, anticipate the future and be confident enough to step outside of our comfort zone to inspire and help those around us excel. His 25 years of leadership experience underscores his unique impact on the way leaders lead, learn and live, and his ability to understand their needs and challenges.
As the owner and CEO of PEO Leadership, Leon is dedicated to building communities of knowledgeable and respected business leaders by developing opportunities for shared insights and experience. Under his leadership, PEO is recognized as a premier executive leadership advisory community that positively influences the way leaders lead, learn and live.
Leon is also Toronto Chair of TIGER 21, where he leverages his experience to develop exceptional leaders working with high net worth individuals and families.
As founder and CEO of www.justwhiteshirts.com in 1997, Leon became one of Canada’s first online success stories, recognized for bringing the dot com retail experience to Canadians through a combination of online, catalog, and bricks and mortar channels.
Leon is an authority on leadership and business strategy as he is consistently invited to address various business audiences, including the graduating classes of Chartered Accountants. His thought leadership is published in the CA Magazine, The National Post and The Globe and Mail.
Leon is a current member of the Umbra and IHHP Advisory Boards. He is a former member of the North York Aquatic Club Board of Directors. Leon is a CPA, CA. He is married with children and is active in sports, including triathlons and skiing.
To connect with Leon, you can find him on Twitter and LinkedIn.