Bain Fellow and founder of Bain & Company’s Loyalty Practice
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®.
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 Loyalty (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.
Fred earned an MBA, with honors, from Harvard Business School and a bachelor's degree, also with honors, from Harvard University.
Fred Reichheld and Rob Markey conduct a limited number of senior executive workshops each year and also are available for individual speaking engagements.