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℠.
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 (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. Read more
Rob Markey is Global Head of Bain & Company’s Customer Strategy & Marketing Practice and is based in the firm’s New York office. He joined Bain in 1990 and advises clients in the financial services, retail, media, professional services, health care, building equipment and food processing industries.
As head of the firm’s Customer Strategy & Marketing Practice, Mr. Markey is an expert in developing customer loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses. Read more
Bain & Company partners
Aaron Cheris is a Partner in Bain & Company's San Francisco office. He joined the firm in 1996 and is a leader in Bain's Customer Strategy and Marketing and Retail practice areas and is Bain's global product leader for Customer Loyalty/NPS.
Aaron has extensive experience in corporate and business unit strategy, channel strategy, customer segmentation/loyalty, procurement/sourcing, organizational alignment and M&A due diligence. He has experience working with clients on these issues across retail, restaurants, online services, telecommunications and high tech. In addition to working at Bain, Aaron has also worked with the San Francisco 49ers and Fairmont Hotels and Resorts.
He earned an MBA from the Stanford Graduate School of Business with honors (Arjay Miller Scholar), and is a graduate of the Occidental College, where he earned Bachelor of Arts degrees in Economics and Political Science. Additionally, he was a Ford Fellow in econometrics.
Andreas Dullweber is a Partner in Bain & Company's Munich office and is head of the firm's Customer Strategy and Marketing Practice in EMEA. He joined Bain in 1999 and is a leading expert in developing and deploying customer-led growth strategies for international companies.
Andreas has worked for clients across many geographies and industries including financial services, utilities, telecommunications, industrial goods & services, and private equity. His experiences comprise strategic reviews and organizational redesign, development and implementation of international growth programs, and customer-centric change management. He is known as one of Bain’s leader on customer loyalty and Net Promoter System applications, and frequent speaker and author on the topic.
Andreas holds a PhD from Cambridge University, UK, and he received a Diploma in Theoretical Physics at University of Oldenburg, Germany.
NPS Loyalty Forum team
Stuart Berman is the Senior Director of the NPS Loyalty Forums. This is Stuart's second stint at Bain. He spent the early years of his career as a Bain consultant, working with major players in the telecommunications, high tech, utilities and entertainment industries on their most critical operational and strategic issues.
After leaving Bain, he held a variety of management positions in companies large and small. His first post-Bain position was as the General Manager of Intuit's online store. He then worked in startup companies for a number of years in business development and product management roles before going to work for eBay.
While at eBay, he managed the team responsible for international expansion and for cross-border trade, specifically focused on planning and executing on site features, new country launches, and site migrations to support the continued growth of the international business.
Stuart is a graduate of Wesleyan University in Connecticut, where he obtained a BA, with a dual major of Economics and Mathematics/Computer Science. He received an MBA from Stanford University.
Thorp Foster is the Director of Forum Services in Bain's Boston office, and is responsible for expanding the features and benefits of the NPS® Loyalty Forum.
After beginning his career as a consultant, Thorp has spent the last 10+ years designing loyalty marketing and retention initiatives for some of the world's leading brands, including JP Morgan Chase, Pepsi Bottling Group, Bank of America and The Home Depot. As President of NASCAR RacePoints, Thorp built the first points-based coalition rewards program in the sports industry.
Thorp earned an MBA from the Harvard Business School, and received a BS in Finance from the University of Florida. He lives in Wellesley, MA with his wife and two boys.