02 Jul Fred Reichheld
Speaker: Fred Reichheld
Loyalty Expert and Creator of the Net Promoter Score
Topics:
- Building Employee Loyalty: Organization, Compensation, Communication, and Strategy
- Customer Relationship Management
- E-Loyalty: Enduring Relationships on the Web
- Leadership Strategies for Building Loyalty
- Measuring Loyalty: Moving Beyond Customer Satisfaction
- The Economics of Customer and Employee Loyalty
- The Increasingly Vital Role of Loyalty in the New Economy
- The Link Between Corporate Ethics and Profits
Fred Reichheld is the creator of the Net Promoter Score and the world’s leading authority on customer loyalty and its impact on business growth. He speaks on customer experience, loyalty economics, and the link between customer satisfaction and profitability. Fred’s work at Bain & Company has fundamentally changed how businesses measure and drive customer relationships.
Fred’s 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 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 exposes 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 assists companies become truly customer-centric, unleashing profitable growth through systematically converting more customers into promoters and fewer into detractors.
Keynote speaker Fred Reichheld 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.
Building Employee Loyalty: Organization, Compensation, Communication, and Strategy
Customer Relationship Management
E-Loyalty: Enduring Relationships on the Web
Leadership Strategies for Building Loyalty
Measuring Loyalty: Moving Beyond Customer Satisfaction
The Economics of Customer and Employee Loyalty
The Increasingly Vital Role of Loyalty in the New Economy
The Link Between Corporate Ethics and Profits
