Quotes from Fred Reichheld

Without trust, there can be no loyalty - and without loyalty, there can be no true growth.

where there is individual accountability, things get done. Measure is another magic word: what gets measured creates accountability. With no standard, reliable metric for customer relationships, employees can't be held accountable for them and so overlook their importance.

Upton Sinclair dictum: it is difficult to get a man to understand something when his salary depends upon his not understanding it.

Too many companies these days are like AOL back then. They want to make the most of their innovations. They want to build a great brand with world-class loyalty. But they can't tell the difference between good profits and bad. As a result, they let themselves get hooked on bad profits.

These companies manage to balance the need for profits with the overarching vision of providing great results for customers and an inspiring mission for employees.

Bad profits are about extracting value from customers, not creating value.

In the past, the accepted maxim was that every unhappy customer told ten friends. Now an unhappy customer can tell ten thousand "friends" through the Internet.