Quote of the Week: Happiness and Profit


June 7, 2012

“There is no way to consistently turn customers into promoters unless they are being served by employees who are equally enthusiastic about their work…”


Who said it:
Fred Reichheld fellow at Bain & Company, originator of NPS customer rating system and business book author


Context: In an article about the importance of happiness amongst employees in consumer oriented businesses, which was published in Forbes, Fred Reichheld makes the case that leaders can and should treat their employees well, and enable them to find happiness in their work by providing meaningful service to others. Happy employees and happy customers, who become promoters, which leads to better profitability, goes the theory. He said that if management is structuring teams correctly, assigning good leaders, providing the right tools and training, supporting them with good policies and putting individuals in roles that play to their strengths, and a feedback system such as the one he developed then there is every chance that happy customers become promoters of a company’s service or product. The NPS service he created is used by the likes of Qantas, Rackspace, and Zappoos, according to his company website. Reichheld co-authored with Rob Markey, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, published in September by HBR Press. (image sources: Bain Insights and NPS Blog)


Where we found it: Forbes

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