Ep 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum

Customer Confidential: Untold Stories of Earned Growth

Bain & Company, Rob Markey, Company partner, and Customer experience expert द्वारा प्रदान की गई सामग्री. एपिसोड, ग्राफिक्स और पॉडकास्ट विवरण सहित सभी पॉडकास्ट सामग्री Bain & Company, Rob Markey, Company partner, and Customer experience expert या उनके पॉडकास्ट प्लेटफ़ॉर्म पार्टनर द्वारा सीधे अपलोड और प्रदान की जाती है। यदि आपको लगता है कि कोई आपकी अनुमति के बिना आपके कॉपीराइट किए गए कार्य का उपयोग कर रहा है, तो आप यहां बताई गई प्रक्रिया का पालन कर सकते हैं https://hi.player.fm/legal।

2M ago 35:40

MP3•एपिसोड होम

Discover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth.

Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as: How would you characterize different referral types? What are the best mechanisms for measuring and attributing value to them? How do you navigate the tricky path of fostering genuine, organic referrals at scale?

Together, they explore one of the thorniest issues in accounting for the value of referrals: How much of a new referred customer’s value should accrue to the referring customer versus the referred one?

Guest: Fred Reichheld, Bain Fellow, founder of Bain's Loyalty Practice

Host: Rob Markey, Partner, Bain & Company

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Want to get in touch? Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob

Time-stamped list of topics covered:

02:00 - Unveiling the Referral Spectrum
08:30 - Measuring the Impact of Referrals
15:45 - Attributing Value: Who Benefits?
22:10 - Fostering a Culture of Earned Growth

Time-stamped list of notable quotes:

02:25 - Rob Markey: "A genuine referral, an authentic referral, is motivated by some form of goodwill towards the recipient."
05:45 - Fred Reichheld: "Earned Growth is not just a metric, it's a philosophy."
19:30 - Fred Reichheld: "The value of a referral is the cornerstone of organic expansion.”

Additional Resources:

Guest and Host Bio Links:

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