The Net Promoter System (NPS) is the gold standard for measuring customer satisfaction and loyalty for thousands of organizations, including high-profile brands such as Airbnb, Apple, Amazon, Mercedes-Benz, Peloton, and LEGO.
In fact, two-thirds of Fortune 500 companies use NPS, but many may not know the man behind the metric.
Fred Reichheld created NPS in 2003 as a scientific way to measure the loyalty a customer feels towards an organization and how likely they are to recommend that brand to their friends and associates. He’s a fellow and senior advisory partner at Bain & Company, where he founded the NPS Loyalty Forum and often speaks to companies about creating a culture of customer love. His work on consumer loyalty has been widely covered in The Wall Street Journal, The New York Times, Financial Times, Fortune, Bloomberg Businessweek, and The Economist.
BILT Profiled in Latest Book
A New York Times bestselling author, Reichheld has written five books including The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. In his latest book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, Reichheld devotes a section to BILT. Here are some of the highlights:
Reichheld describes BILT as “a company that transforms the customer welcome, assembly, and instructions episode into a digital delight.”
He foresees the inevitability of BILT transforming instructions the way Google Maps revolutionized driving directions. He explains that BILT “substantially reduces” returns and customer support calls for retailers and manufacturers and saves them money in the process.
Reichheld emphasizes the importance of making a good first impression on customers—which is especially challenging for e-commerce companies—and explains why BILT excels at this episode.
He describes BILT’s NPS feedback opportunity—which is SKU-specific and linked to a product registration—as a “treasure trove” of customer and brand analytics.
In Winning on Purpose, Reichheld also talks about how surprised he was to find a company founded on NPS principles—and that is devoted to helping other companies improve their own Net Promoter Scores. He says BILT continually delivers remarkable experiences for end users, which he feels is the best way to demonstrate commitment to and love for their customers.
Reichheld says BILT enables companies to capture the true voice of their Net Promoters by tapping into their “emotional energy” immediately following a successful product installation or assembly. Additionally, he considers referrals to be an “act of love” by the individual giving the recommendation to a family member or associate, and lauds BILT’s ability to generate referrals for the brands they serve.
Thankful for the Support
Reichheld was so impressed by the BILT mission that he invested in the company and was invited to join the board of directors.
We are honored by his kind words and grateful for his continued support, which reaffirms our commitment to enrich the lives we touch. We want to help you do the same for your customers.