New York Times Best-Selling Author, speaker on Loyalty and Business Strategist
Fred Reichheld is a Bain Fellow and founder of Bain & Companys Loyalty Practice, which helps companies achieve results through customer and employee loyalty. He is the creator of Net Promoter System.
His work in the area of customer and employee retention has quantified the link between loyalty and profits. Freds books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), and The Ultimate Question: Driving Good Profits and True Growth (HBSP, 2006) have each become best sellers.
In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred reveals how Net Promoter® practitioners including Apple Retail, Philips, Schwab, Allianz, American Express and Intuit have used the Net Promoter System® to generate extraordinary results. He explains how NPS helps companies become truly customer-centric, unleashing profitable growth through systematically converting more customers into promoters and fewer into detractors.
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 put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty.
Getting world-class results with Bain's Net Promoter System® Engaging employees to build loyal customer relationships The secret to building a customer-focused culture The increasingly vital role of loyalty in the Twitter era Measuring loyalty: moving beyond customer satisfaction to customer delight How ethical (Golden Rule) leadership drives profitable growth Using NPS to achieve greatness Customer and employee advocacy as a strategic theme for your business