Fred Reichheld

Fred Reichheld is an American business strategist known for developing the Net Promoter Score (NPS), a widely used tool to measure customer loyalty and satisfaction. He emphasizes the importance of building strong relationships with customers to drive business success. Reichheld's work highlights how understanding and improving customer experiences can lead to increased retention, referrals, and overall profitability. His influential books, such as "The Loyalty Effect," have shaped how companies approach customer engagement and service excellence, positioning loyalty as a key driver of sustainable growth in competitive markets.