Fred Reichheld (Net Promoter)

Fred Reichheld is a business thinker best known for developing the Net Promoter System (NPS), a tool used to measure customer loyalty and satisfaction. NPS involves asking customers a simple question: how likely are you to recommend our company to others? Responses categorize customers into promoters, passives, and detractors. The goal is to understand and improve customer relationships, driving growth and success for businesses. Reichheld's work emphasizes that loyal customers are essential for sustainable success, as they often lead to positive referrals and repeat business. His ideas have significantly influenced customer experience strategies across various industries.