# Fred Reichheld
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Frederick F. Reichheld (born 1952, Cleveland) is a New York Times best-selling author, speaker and business strategist best known for his research and writing on the loyalty business model and loyalty marketing. He is the creator of the Net Promoter System of management (NPS).
== Early life and education ==
Reichheld graduated with a B.A. from Harvard College (1974) and an MBA from Harvard Business School (1978).
239: How to Measure Customer Experience ROI and Reduce Marketing Costs by 50%
Summary
Are your rising customer acquisition costs eating into profits while your NPS surveys gather dust? Discover Earned Sales Growth (ESG)—the game-changing customer experience metric that tracks how much revenue comes from customers you've earned through loyalty and referrals versus customers…
The dangers of a CCaaS monoculture - Interview with Paul Hughes of Mitel
Today’s episode of the Punk CX podcast features Paul Hughes, who is Head of Direct Sales for the UKISA region at Mitel, where he helps organisations use technology to deliver human experiences built on trust, empathy, loyalty, and logic. Paul joins me today to talk about why hybrid is the new defau…
#734: Building a Business That Thrives in AI's Real Estate Revolution
Episode Overview In this powerhouse episode that is originally streamed 7 months ago, John Kitchens, Jay Kinder, and Al Stasek dive deep into the future of real estate leadership, the evolution of brokerage models, and what the next 18 months will look like for the industry. From Keller Williams' l…
A DIS-LOYALTY Program?? 🟡GUEST: Amanda Cole, CMO at BLOOMREACH!🟡 | Ep. 496
Follow Amanda Cole on LinkedIn for the sharpest AI and marketing takes you haven't heard yet, and head to bloomreach.com/cloudy for a free two-minute personalized forecast on upgrading from a legacy ESP to a modern sending platform.
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Few people speak plainer about where MarTech is actually headed …
The Creator of NPS Says It Was Never Built for Surveys ft. Fred Reichheld (Bain & Company)
Heading to Vegas this May? Join Josh at Pulse 2026 and come say hi—your oversized fluorescent daiquiri is on him. No catch.
Grab your ticket at gainsightpulse.com and use code UNCHURNED for a special rate.
Most companies think customer loyalty is about retention but the real metric is referrals.
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Fred Reichheld: How to Build a Business Customers Can't Stop Recommending | Entrepreneurship | YAPClassic
The true engine of business growth is customer loyalty, and Fred Reichheld has spent decades proving it. While working at Bain & Company, he noticed that businesses with obsessive customer focus were crushing their competitors, yet no one was measuring the loyalty behind those results. So he create…
Fred Reichheld: How to Build a Business Customers Can't Stop Recommending | Entrepreneurship | YAPClassic
The true engine of business growth is customer loyalty, and Fred Reichheld has spent decades proving it. While working at Bain & Company, he noticed that businesses with obsessive customer focus were crushing their competitors, yet no one was measuring the loyalty behind those results. So he create…
Beyond the Account Balance with PNC TotalRewards (#789)
This episode is sponsored by Tally – the loyalty platform from Phaedon.
Tally offers the simplicity of natural language and the power of AI to build and run your loyalty campaigns end-to-end.
See what’s possible at TallyLoyalty.com
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446: Fred Reichheld - Asking The Right Questions, Loving Your Customers, & Living A Meaningful Life
Text LEARNERS to 44222 to read my new book, The Pursuit of Excellence, early. Full show notes at www.LearningLeader.com Twitter/IG: @RyanHawk12 https://twitter.com/RyanHawk12 red Reichheld is the creator of the Net Promoter Score system of management. Also known as "NPS." NPS is used in two-thir…
234. Best Leadership Advice: 200th Doing CX Right Podcast Highlights (Replay) | Stacy Sherman
Episode first aired in Dec 2025. The actionable recommendations apply even more today! What's the best leadership advice you've ever received or given? For her 200th episode of Doing CX Right, host Stacy Sherman shares a curated collection of the most memorable and actionable leadership wisdom from…
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