Fred Reichheld is a New York Times bestselling author and business strategist known for his work on customer loyalty. He is the creator of the Net Promoter System (NPS) of management. His books include The Loyalty Effect, Loyalty Rules!, and The Ultimate Question: Driving Good Profits and True Growth. He has written for many business publications, including Harvard Business Review, and is a frequent speaker on customer loyalty and other business topics. His work on loyalty has been covered in the Wall Street Journal, the New York Times, the Financial Times, Fortune, Bloomberg Businessweek, and The Economist. Reichheld is a Fellow of the management consultancy Bain & Company, where he has worked since 1977.
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