What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld?There’s so much to unpack in this episode:Fred shares about a personal vulnerabilityWhat’s the right way to listen to customers?What is the huge mistake companies make relative to referrals?How do you know if you’ve won or lost?What is financial capitalism and why should it die?What’s on the pioneering edge today for CX leading companies?Will Southwest Airlines recover?And a ton more!Fred Reichheld BioFRED REICHHELD is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books  including the New York Times bestseller The Ultimate Question 2.0. He is  currently a fellow and senior advisory partner at Bain, where he has worked since  1977. Fred is a frequent speaker at major business forums, and his work on  customer loyalty has been widely covered in the Wall Street Journal, New York  Times, Financial Times, Fortune, Businessweek, and The Economist. He has  made fifteen contributions to the Harvard Business Review and, in 2012, became  one of the original LinkedIn Influencers, an invitation-only group of corporate leaders and public figures who are thought leaders in their respective fields. In  2003, Consulting Magazine named Fred as one of the world’s “25 Most  Influential Consultants.” According to the New York Times, Fred “put loyalty  economics on the map.” The Economist refers to him as the “high priest” of  loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard  Business School (MBA, 1978). He is based in Cape Cod and Miami. Video about Winning on Purpose - https://www.bain.com/our-team/fred-reichheld/Catch Fred’s Articles on LinkedIn - https://www.linkedin.com/pulse/big-ideas-2023-battling-inflation-companies-cant-just-fred-reichheld/