By focusing on a single question, the Net Promoter System eliminates unnecessary complexity. Rob Markey and Fred Reichheld, inventor of the Net Promoter Score, explain the origins of the "likelihood to recommend" question.
Steve Jobs. Charles Schwab. Howard Schultz. They all spotted an unmet customer need and made it their mission to meet it. They also founded iconic companies that started out as disruptors only to struggle as bureaucracy and distraction set in. In each case, it took the founder’s return to get the company back on track.
It’s a story that will be played out again and again in business. But it doesn’t have to.
According to Bain Partner Chris Zook, these companies have battled the predictable crises of growth. In The Founder’s Mentality, a new book Chris cowrote with Bain's James Allen, Chris talks about how companies can hold on to the spirit of their founders as they grow. No surprise: It requires companies to focus on their customers. He recently joined me on the podcast.