Fred Reichheld (undated photograph)

Frederick F. Reichheld is a business author and business strategist best known for his research and writing on the loyalty business model. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), and The Ulimate Question: Driving Good Profits and True Growth (2006). He has also authored articles for business publications such as Harvard Business Review. He speaks on loyalty and other business topics at management conferences and similar events. The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. ... The Loyalty Effect (Revised edition, 2001) The Loyalty Effect is a 1996 book by Fred Reichheld of the consulting firm Bain & Company, and the books title is also sometimes used to refer to the broader loyalty business model as a whole. ... November 2005 issue of the Harvard Business Review. ...

Reichheld is a Director Emeritus and 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. Bain & Company is a management consulting firm, headquartered in Boston, MA, recognized as one of the leading firms in the consulting industry, along with McKinsey & Company, and the Boston Consulting Group. ...

His most recent book, The Ultimate Question, focuses on Net promoter score (NPS), a concept he developed based on his research in measuring customer satisfaction and its link to profitability. customer satisfaction Welcome to the Customer Satisfaction Website How do you know your customers are satisfied? Organisations often think the way to measure customer satisfaction is to examine the number of customer complaints. ... Profit is what is gained, after costs are accounted for. ...

Reichheld holds a B.A. from Harvard College (1974) and an MBA from Harvard Business School (1978). Harvard Yard Harvard College is the undergraduate section and oldest school of Harvard University, having been founded in 1636. ... HBS, as seen from across the Charles River. ...

External links

• The Loyalty Effect and Loyalty Rules site
• The Ultimate Question site