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Frederick Reichheld      

Customer Service, Employee Retention, Leadership

Fred Reichheld is a Bain Fellow and Founder of Bain's Loyalty practice which helps clients achieve superior results through improvements in customer, employee, partner, and investor loyalty. His pioneering work has quantified the linkage between loyalty, profits, and growth.

In the June, 2003 edition of Consulting Magazine, Mr. Reichheld was included on their list of the world's top 25 consultants.

According to The New York Times, "[He] put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty. He is the author of three books and eight Harvard Business Review articles on the subject.

Mr. Reichheld joined Bain in 1977 and was elected to the partnership in 1982. In addition to founding and leading the Loyalty practice, he served the firm in a variety of roles including membership on its Worldwide Management, Nominating, and Compensation Committees. In January 1999, he was elected by the firm to become the first Bain Fellow-a half-time position that enables him to focus primarily on research and writing.

Mr. Reichheld is a frequent speaker to major business forums and groups of CEOs and senior executives worldwide. His work has been widely covered in The Wall Street Journal, New York Times, Fortune, Business Week and The Economist. His first book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Harvard Business School Press, 1996) has become an international bestseller. His more recent book, Loyalty Rules!: How Today's Leaders Build Lasting Relationships (Harvard Business School Press) was published in September 2001. His latest book, The Ultimate Question, will be published by HBS Press in February, 2006.

Fred Reichheld graduated with Honors both from Harvard College (BA, 1974) and Harvard Business School (MBA, 1978).

Program Topics

The Economics of Customer and Employee Loyalty

The Increasingly Vital Role of Loyalty in the New Economy

Leadership Strategies for Building Loyalty

Measuring Loyalty: Moving Beyond Customer Satisfaction

E-Loyalty: Enduring Relationships on the Web

The Link Between Corporate Ethics and Profits


Speech Topics




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