Frederick Reichheld Speaker Biography
One of the World’s Leading Experts on Customer & Employee Loyalty, Creator of Net Promoter System (NPS), Author, and Bain Fellow
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 Net Promoter System℠, a simple yet powerful metric that measures customer loyalty by asking how likely they are to recommend a company. Widely adopted across industries, NPS helps organizations drive growth by turning customer feedback into actionable insights for improving relationships and performance. Fred Riecheld’s work in the area of customer and employee retention has quantified the link between loyalty and profits.
Books
His work in the area of customer and employee retention has quantified the link between loyalty and profits. Mr. Reichheld’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 best sellers. His latest book is Winning on Purpose: The Unbeatable Strategy of Loving Customers, where he demonstrates that the primary purpose of a business should be to enrich the lives of its customers.
Net Promoter System
In his book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World , Mr. Reichheld 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.
Media
Mr. Reichheld 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.
Accolades
Consulting Magazine chose Mr. Reichheld 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.
Education
Mr. Reichheld earned an M.B.A., with honors, from Harvard Business School and a bachelor’s degree, also with honors, from Harvard University.
Frederick Reichheld Speaking Topics
Inspire Your Teams with a Winning Purpose--Enriching Customer Lives
Learn how Net Promoter superstar companies generate Earned Growth
Using Net Promoter the Right Way--to Generate Superior Shareholder Returns
Learn the best practices of NPS superstar companies--and how to do NPS right
Understanding the Link Between Customer and Employee Loyalty
To succeed, leaders must build a customer culture--learn how the NPS superstars do it
Measuring Loyalty: Moving Beyond Customer Satisfaction
E-Loyalty: Enduring Relationships on the Web
The Link Between Corporate Ethics and Profits
Frederick Reichheld Books
Winning on Purpose: The Unbeatable Strategy of Loving Customers
Purchase Book
The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
Purchase Book
Loyalty Rules!: How Today’s Leaders Build Lasting Relationships
Purchase BookFrederick Reichheld Videos
Frederick Reichheld Speaker Testimonials
Reichheld debunked the notion that loyalty was dead. [He] put loyalty economics on the map.
- Fred Andrews | The New York Times
Fred Reichheld makes it clear that loyalty-management is real; it works; it delivers superior performance. He is the world expert.
- Scott Cook, Founder & Chairman | Intuit
Fred Reichheld is at the forefront of helping organizations understand the importance of customer loyalty in driving performance. All companies should ask their customers what Fred calls 'the ultimate question.
- Ken Chenault, CEO | American Express
