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  • Why Is Loyalty Important in Times of Economic Turbulence?
  • Why Do Layoffs Make Employee Loyalty Even More Vital?
  • Why Half of the Front Line Employees in America Are Undermining Customer Loyalty, and What Leaders Must Do About It
  • How a 5% Increase in Customer Retention Translates into a 25-100% Increase in Profits
  • How to Measure Loyalty in an Organization
  • Why CRM Becomes "Customer Relationship Manipulation"
  • How Companies Employ CRM Systems to Their Best Advantage


Corporate Culture | Customer Service | Management


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.

Mr. Reichheld’s work in the area of customer and employee retention has quantified the link between loyalty and profits. His 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.

In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred 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.

Mr. Reichheld 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, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty.

Consulting Magazine chose Fred 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.

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

BOOKS    Search For A Book

  • The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (2012)
  • Loyalty Rules! How Leaders Build Lasting Relationships
  • The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

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