Frederick F. Reichheld (born 1952 in

Cleveland, Ohio Cleveland is a city in the U.S. state of Ohio and the county seat of Cuyahoga County, Ohio, Cuyahoga County. Located along the southern shore of Lake Erie, it is situated across the Canada–United States border, Canada–U.S. maritime border ...

) is an American ''New York Times'' best-selling author, speaker and business strategist. He is best known for his research and writing on the

loyalty business model The loyalty business model is a business model used in strategic management in which a company's resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or s ...

and

loyalty marketing Loyalty marketing is a marketing strategy in which a company focuses on growing and retaining existing customers through incentives. Branding, product marketing, and loyalty marketing all form part of the customer proposition – the subjecti ...

. He is the creator of the Net Promoter System of management (NPS).

Early life and education

Reichheld graduated with a B.A. from

Harvard College Harvard College is the undergraduate education, undergraduate college of Harvard University, a Private university, private Ivy League research university in Cambridge, Massachusetts, United States. Part of the Harvard Faculty of Arts and Scienc ...

(1974) and an MBA from

Harvard Business School Harvard Business School (HBS) is the graduate school, graduate business school of Harvard University, a Private university, private Ivy League research university. Located in Allston, Massachusetts, HBS owns Harvard Business Publishing, which p ...

(1978).

Career

Reichheld is a Fellow of the management consultancy Bain & Company, where he has worked since 1977. In 2003, ''Consulting Magazine'' named him one of the world's top 25 consultants. According to

The New York Times ''The New York Times'' (''NYT'') is an American daily newspaper based in New York City. ''The New York Times'' covers domestic, national, and international news, and publishes opinion pieces, investigative reports, and reviews. As one of ...

, he "put loyalty economics on the map."

The Economist ''The Economist'' is a British newspaper published weekly in printed magazine format and daily on Electronic publishing, digital platforms. It publishes stories on topics that include economics, business, geopolitics, technology and culture. M ...

magazine called him "the high priest of the loyalty cult" in 2001.

Writing

His books include '' The Loyalty Effect'' (1996), ''Loyalty Rules!'' (2001), and ''The Ultimate Question: Driving Good Profits and True Growth'' (2006). He has authored articles for business publications, including eight for the ''

Harvard Business Review ''Harvard Business Review'' (''HBR'') is a general management magazine published by Harvard Business Publishing, a not-for-profit, independent corporation that is an affiliate of Harvard Business School. ''HBR'' is published six times a year ...

''. He speaks on loyalty and other business topics at management conferences and similar events. His work on loyalty has been covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. His 2011 book, ''The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World'', was a New York Times Bestseller and co-authored by long-time collaborator, Rob Markey of Bain & Company. An updated and expanded version of his 2006 book, ''The Ultimate Question'', it focuses on Net Promoter Score (NPS), a concept he developed based on his research in measuring

customer satisfaction Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number ...

customer retention Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defe ...

and its link to revenue growth and

profitability In economics, profit is the difference between revenue that an economic entity has received from its outputs and total costs of its inputs, also known as surplus value. It is equal to total revenue minus total cost, including both Explicit co ...

. This metric serves as an indicator of the loyalty and advocacy customers show for a company. In this new version of the book, Reichheld renames NPS the "Net Promoter system" to emphasize elements of the approach beyond the metric. In 2021, Reichheld published a new book entitled "Winning on Purpose", along with two co-authors Darci Darnell and Maureen Burns. Topics include Net Promoter 3.0, and Fred's latest invention, called "Earned Growth", described as an accounting-based twin for Net Promoter Score.

References

{{DEFAULTSORT:Reichheld, Fred American non-fiction writers Business speakers American business theorists Writers from Cleveland Harvard Business School alumni 1952 births Living people 20th-century American businesspeople Harvard College alumni