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      The Secret to Mars’s Remarkably Durable Success: Customers Come First

      The Secret to Mars’s Remarkably Durable Success: Customers Come First

      CEO Poul Weihrauch explains how Mars uses both its heart and head to navigate an evolving world with purpose.

      By Fred Reichheld

      • min read
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      Article

      The Secret to Mars’s Remarkably Durable Success: Customers Come First
      en
      Authors
      • Headshot of Fred Reichheld
        Fred Reichheld
        Bain Fellow, Boston
      Contact us
      Loyalty Economics
      Can You Be a Great Leader—Or Build a Great Company—Without Loving Customers?

      Here’s our customer-centric manifesto for any company striving for greatness.

      More
      Loyalty Economics
      Customer Capitalism: A Discussion of Purpose, Persistence, and Blind Spots

      How 90% of businesses are embracing a purpose that’s guaranteed to fail, and a Supreme Court decision puts a welcome burden on fiduciaries.

      More
      Loyalty Economics
      Executives Explain What Customer Love Means to Them

      Certain common themes emerged when we asked corporate leaders how they practice customer love.

      More
      Loyalty Economics
      Customer Love Story: Costco

      This retailer pays employees well and rewards shareholders with above-market performance. The secret: It’s all about the customer.

      More
      Loyalty Economics
      Add Customer Happiness to the Executive Pay Equation

      Businesses can’t exist without customers, but when executives’ compensation is calculated, the customer isn’t factored in. Let’s fix that.

      More
      May 09, 2024
      Tags
      • Customer Interaction Prioritization
      • Loyalty Economics

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      Net Promoter®, NPS®, NPS Prism®, Net Promoter System®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.