Help put a response to this-Reichheld differentiates between "right" and "wrong" results based on the alignment with long-term loyalty and integrity. Right results are outcomes that promote long-term relationships and trust. They arise from practices that prioritize customer satisfaction, employee engagement, and ethical business operations. For example, rewarding loyal customers and employees who contribute to the company's sustained success. On the other hand, wrong results focus on short-term gains at the expense of long-term loyalty. They often involve cutting corners, exploiting relationships, or prioritizing immediate profits over sustainable practices. This includes practices like penalizing loyal customers with higher prices or neglecting employee development (Reichheld, 2001)