Fred

Who is Fred Reichheld, Loyalty Practice Founder at Bain & Company?

Learn about Fred's journey and how he operates.

November 12, 2024

Summary

Fred Reichheld is a Bain Fellow and creator of the Net Promoter Score (NPS), a revolutionary customer loyalty metric now used worldwide. As the founder of Bain & Company's Loyalty practice, he has fundamentally transformed how businesses measure and manage customer satisfaction. He has authored five best-selling books on loyalty and maintains significant influence in the business world with over 155,000 LinkedIn followers.

Early Lessons

Defining Moments

Dream Collaboration

Passion Pursuit

Career Journey

Starting at Bain & Company in 1977, Reichheld has held various leadership positions while establishing himself as a global authority on customer loyalty. He founded the firm's influential Loyalty practice and developed the Net Promoter System. From 2011 to 2015, he founded and led HuddleUp, a customer experience management software company that was later acquired by Medallia. He continues to serve as a Bain Fellow while working as an author and speaker on loyalty topics.

Educational Background

Reichheld holds an MBA from Harvard Business School (1978) and an AB in Economics from Harvard University (1974), providing him with a strong foundation in business strategy and economics.

Industry impact & Expertise

Recognized as one of the 25 most influential consultants by Consulting magazine, Reichheld is a leading expert in customer loyalty, business strategy, and satisfaction measurement. His work has been extensively covered in prestigious publications including The Wall Street Journal, New York Times, and The Economist. He is particularly known for developing the Net Promoter System (NPS), which has become an industry standard for measuring customer loyalty.

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