Frederick Reichheld
Fred Reichheld is the founder of Bain & Company’s Loyalty Practice, which helps companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention has quantified the link between loyalty and profits. His previous books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996) and Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), became best sellers. Reichheld’s third book, The Ultimate Question, is being released in early 2006.
In The Ultimate Question, Fred reveals how companies, including GE, Schwab, American Express, and Intuit, are using Net Promoter Scores (NPS) to convert ordinary customers into promoters. He explains how NPS enables companies to differentiate between good profit (created by increasing customer value) and bad profit (earned at the expense of customers).
Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty.
Consulting Magazine chose Fred as one of the“25 Most Influential Consultants” in its 2003 annual survey. According to The New York Times, ”[He] puts loyalty economics on the map.” The Economist refers to him as the “high priest of loyalty.”
Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).
Fred Reichheld is the founder of Bain & Company’s Loyalty Practice, which helps companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention has quantified the link between loyalty and profits. His previous books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996) and Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), became best sellers. Reichheld’s third book, The Ultimate Question, is being released in early 2006.
In The Ultimate Question, Fred reveals how companies, including GE, Schwab, American Express, and Intuit, are using Net Promoter Scores (NPS) to convert ordinary customers into promoters. He explains how NPS enables companies to differentiate between good profit (created by increasing customer value) and bad profit (earned at the expense of customers).
Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty.
Consulting Magazine chose Fred as one of the“25 Most Influential Consultants” in its 2003 annual survey. According to The New York Times, ”[He] puts loyalty economics on the map.” The Economist refers to him as the “high priest of loyalty.”
Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).
