Frederick Reichheld

Frederick Reichheld is an influential American author and business strategist known for his work on customer loyalty. He introduced the concept of the Net Promoter Score (NPS), a simple tool used by businesses to gauge customer satisfaction and loyalty by asking how likely customers are to recommend their products or services. His research emphasizes the importance of nurturing customer relationships to drive business growth and profitability. Reichheld's ideas have shaped how companies understand their customers and improve their services, making him a respected figure in the fields of marketing and customer experience.