In the latest episode of the Account Experience podcast, Adam Dorrell welcomes Nate Henderson, CEO of BILT Incorporated, a SaaS company that improves assembly instructions into a user experience revolution that fundamentally changes the way users interact with the brands and products they buy. Nate explains the impact of having digital interactive instructions for brands like Weber and Siemens. Of course, it reduces paper, but analyzing the way users interact with instructions helps continually improve them, and the immersive environment helps with registration and voice of customer feedback. According to Nate, BILT’s 3D Intelligent Instructions increase Net Promoter Scores by up to 30 points. Reviews with higher star ratings have a dramatic impact on revenue. And the improved out-of-the-box experience also leads to fewer returns and up to 45% fewer calls to customer support. Nate is also a passionate believer in the principles of Net Promoter and “Winning on Purpose”, the latest book by Fred Reichheld. He uses the book to provide a common purpose for the entire company and asks all prospective BILT employees to read the book before being interviewed. But Nate takes it a step further with a company book club to ensure the ideas of Customer Love are fully embraced by all employees! This is an inspiring talk with a customer leader that has built a culture of empowerment. If you love NPS, you will enjoy listening to Nate. Book suggestions: How Will You Measure Your Life? - Clayton M Christensen The Innovator's Dilemma - Clayton M Christensen The Outward Mindset: Seeing Beyond Ourselves - The Arbinger Institute From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans - Jon Picoult For more information on how to start a CX bookclub, click here.