Fred Reichheld

Fred Reichheld is a Bain Fellow and founder of Bain & Company's Loyalty Practice, which helps companies achieve results through customer and employee loyalty. He is the creator of the Net Promoter system of management.

His work in the area of customer and employee retention has quantified the link between loyalty and profits. Fred's books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value; Loyalty Rules! How Today's Leaders Build Lasting Relationships, and The Ultimate Question: Driving Good Profits and True Growth have each become bestsellers.

In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World, Fred reveals how NPS practitioners including Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit, have utilized the Net Promoter System (NPS) 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.

Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).

• Building Employee Loyalty: Organization, Compensation, Communication, and Strategy

• The Link Between Corporate Ethics and Profits

• E-Loyalty: Enduring Relationships on the Web

• Measuring Loyalty: Moving Beyond Customer Satisfaction

• Leadership Strategies for Building Loyalty

• The Increasingly Vital Role of Loyalty in the New Economy

• Customer Relationship Management

• The Economics of Customer and Employee Loyalty

• Fred Reichheld makes it clear that loyalty-management is real; it works; it delivers superior performance. He is the world expert.
  Intuit

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  April 2011

  The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

  In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:
  
  - Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success;
  - Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers;
  - Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business

  
  
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  October 2008

  The Customer Rules: The 14 Indispensible, Irrefutable, and Indisputable Qualities of the Greatest Service Companies in the World

  A combination of extensive market research unprecedented in scope, as well as close studies of fourteen companies that excel in the area of customer service, The Customer Rules distills profitable lessons on how to achieve strong customer loyalty. Referencing specific research findings, Beemer and Shook examine the obstacles that too often distract a company's focus from its most important task--providing preeminent service and creating a unique customer experience.

  
  
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  February 2006

  The Ultimate Question

  CEOs regularly announce ambitious growth targets, and then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors—customers who complain loudly about the company and switch to competitors at the earliest opportunity. Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

  
  
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  September 2001

  The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

  Frederick Reichheld explains the ramifications of the loss of loyalty that appears rampant in society, and analyzes how employee and customer loyalty can have measurable results.

  
  
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  August 2001

  Loyalty Rules

  Reichheld explains how loyalty has been a key driver in the old and new economies and how it will play a big part in the success of companies in the future.