Bain Fellow, New York Times Best-selling Author/Speaker on Loyalty, CX, Customer-Centric Strategy; Creator of the Net Promoter Score and System
Wellesley, Massachusetts, United States
157K followers
500+ connections
About
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 five 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, coauthored with Bain’s Darci Darnell and Maureen Burns, is Winning on Purpose (Harvard Business Press, 2021). In the book, Fred reveals 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), The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World 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 ten 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.
Subscribe to Fred's Customer Obsession newsletter here: https://www.linkedin.com/newsletters/customer-obsession-6691038158068482048/
Articles by Fred
Activity
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Grade inflation in NPS survey scores is a serious problem. It has diluted the usefulness of customer feedback. As a result, companies find much less…
Grade inflation in NPS survey scores is a serious problem. It has diluted the usefulness of customer feedback. As a result, companies find much less…
Liked by Fred Reichheld
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Grade inflation in NPS survey scores is a serious problem. It has diluted the usefulness of customer feedback. As a result, companies find much less…
Grade inflation in NPS survey scores is a serious problem. It has diluted the usefulness of customer feedback. As a result, companies find much less…
Posted by Fred Reichheld
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For all the NPS skeptics out there, this brief article featuring Warby Parker is worth pondering. If your CEO has developed a system to measure it…
For all the NPS skeptics out there, this brief article featuring Warby Parker is worth pondering. If your CEO has developed a system to measure it…
Shared by Fred Reichheld
Experience
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Bain & Company
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Keynote Speaker/Author: Net Promoter, Customer Loyalty, Earning Referrals, Customer-Centric Growth
Bain & Company
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Skills
Publications
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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
Harvard Business School Press
The Ultimate Question 2.0 explains how practitioners have built Net Promoter® into a full-fledged management system that drives extraordinary financial and competitive results. Practical and insightful, the book provides a blueprint for long-term growth and success by:
• Defining the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success
• Presenting the closed-loop feedback process and demonstrating its power to energize…The Ultimate Question 2.0 explains how practitioners have built Net Promoter® into a full-fledged management system that drives extraordinary financial and competitive results. Practical and insightful, the book provides a blueprint for long-term growth and success by:
• Defining the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success
• Presenting the closed-loop feedback process and demonstrating its power to energize employees and delight customers
• Sharing new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business
Other authors -
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The Ultimate Question: Driving Good Profits and True Growth
Harvard Business School Press
See publicationOne question—How likely is it that you would recommend this company to a friend?—allows companies to produce a clear measure of an organization's performance through its customers' eyes—its Net Promoter score. Bain & Company analysis shows that companies that achieve long-term profitable growth have Net Promoter scores that are two times higher than the average company.
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Loyalty Rules! How Today's Leaders Build Lasting Relationships
Harvard Business School Press
See publicationIn a business environment that thrives on networks of mutually beneficial relationships, it is the ability to build strong bonds of loyalty—not short-term profits—that has become the "acid test" of leadership. Based on extensive research into companies, Loyalty Rules! reveals six bedrock principles of loyalty upon which leaders build enduring enterprises.
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Harvard Business School Press
See publicationThe Loyalty Effect lays out a new "economics of loyalty" that provides a framework where the "soft" elements of business—loyalty and learning—can be effectively linked to the hard science of cash flows and cost/benefit analysis.
More activity by Fred
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An AI-savvy friend of mine explained that advertising will have far less impact (and value) as consumers increasingly rely on AI-agents for purchase…
An AI-savvy friend of mine explained that advertising will have far less impact (and value) as consumers increasingly rely on AI-agents for purchase…
Shared by Fred Reichheld
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