About the Authors
Fred Reichheld joined Bain & Company in 1977 and was elected to the partnership in 1982. Founder of the firm’s loyalty practice, he has served in a variety of leadership roles, including membership on Bain’s nominating, compensation, and worldwide management committees. In January 1999 he was elected the firm’s first Bain Fellow. His consulting work and research have focused on helping clients achieve superior results through improvements in customer, employee, and partner loyalty. In the June 2003 edition of Consulting magazine, Reichheld was included on the list of the world’s twenty-five most influential consultants.
Reichheld’s work has been widely covered in the Wall Street Journal, the New York Times, Fortune, BusinessWeek ...
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