S1 | 75: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS Creator

What’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld?

There’s so much to unpack in this episode:

Fred shares about a personal vulnerability

What’s the right way to listen to customers?

What is the huge mistake companies make relative to referrals?

How do you know if you’ve won or lost?

What is financial capitalism and why should it die?

What’s on the pioneering edge today for CX leading companies?

Will Southwest Airlines recover?

And a ton more!

About Fred Reichheld

Named by The Economist as the “high priest” of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of five books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

His latest book, coauthored with Bain’s Darci Darnell and Maureen Burns, is Winning on Purpose (Harvard Business Press, 2021). In the book, Fred reveals how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.

Fred’s work in customer and employee retention quantified the link between loyalty and profits. His other books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (1996); Loyalty Rules! How Today’s Leaders Build Lasting Relationships (2001) and The Ultimate Question: Driving Good Profits and True Growth (2006), The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World published by the Harvard Business School Press, have each become best sellers.

Fred is a frequent speaker at major business forums, and his work on loyalty has been widely covered in The Wall Street Journal, The New York Times, Financial Times, Fortune, Businessweek and The Economist. He is the author of ten Harvard Business Review articles on loyalty. Consulting magazine named Fred as one of the top 25 most influential consultants in 2003. According to The New York Times, “[he] put loyalty economics on the map.”

Fred earned an MBA with honors from the Harvard Business School and an AB with honors from Harvard University.


Fred Reichheld, Creator, NPS