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The works of Frederick F. Reichheld
The works of Frederick F. Reichheld
Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.
His latest book, co-authored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.
Fred’s work in customer and employee retention quantified the link between loyalty and profits. His other books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (2001) and The Ultimate Question: Driving Good Profits and True Growth (2006), published by the Harvard Business School Press, have each become best sellers.
Fred is a frequent speaker at major business forums, and his work on loyalty has been widely covered in The Wall Street Journal, The New York Times, Financial Times, Fortune, Businessweek and The Economist. He is the author of eight Harvard Business Review articles on loyalty. Consulting magazine named Fred as one of the top 25 most influential consultants in 2003. According to The New York Times, “[he] put loyalty economics on the map.”
Fred earned an MBA with honors from the Harvard Business School and an AB with honors from Harvard University
If growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.
The only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department. Read more here.
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