FACTOID # 29: 73.3% of America's gross operating surplus in motion picture and sound recording industries comes from California.
 
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Encyclopedia > Fred Reichheld
Fred Reichheld (undated photograph)

Frederick F. Reichheld (born 1952, Cleveland) is an United States business author and business strategist best known for his research and writing on the loyalty business model and Loyalty Marketing. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), and The Ulimate Question: Driving Good Profits and True Growth (2006). He has also authored articles for business publications such as Harvard Business Review. He speaks on loyalty and other business topics at management conferences and similar events. Image File history File links No higher resolution available. ... Image File history File links No higher resolution available. ... This article needs additional references or sources to facilitate its verification. ... The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. ... Loyalty marketing is an approach to marketing, based on strategic management, in which a company focuses on growing and retaining existing customers through incentives. ... The Loyalty Effect (Revised edition, 2001) The Loyalty Effect is a 1996 book by Fred Reichheld of the consulting firm Bain & Company, and the books title is also sometimes used to refer to the broader loyalty business model as a whole. ... December 2006 issue of the Harvard Business Review. ...


Reichheld ,a big douche, is a Fellow of the management consultancy Bain & Company, where he has worked since 1977. In 2003, Consulting Magazine named him one of the world's top 25 consultants. Bain & Company is a management consulting firm, headquartered in Boston, MA, recognized as one of the leading firms in the consulting industry, along with McKinsey & Company and Boston Consulting Group. ...


His most recent book, The Ultimate Question, focuses on Net Promoter Score (NPS), a concept he developed based on his research in measuring customer satisfaction, customer retention and its link to revenue growth and profitability. This metric serves as an indicator of the loyalty and advocacy customers show for a company. A net promoter score (NPS) is the result of a customer satisfaction survey in which customers are asked only one so-called Ultimate question: How likely are you to recommend Company or Product X to a friend or colleague? The NPS concept was developed by loyalty business model expert Fred... This article or section does not cite its references or sources. ... Profitability is a technical analysis term used to compare performances of different trading systems or different investments within one system. ...


Reichheld holds a B.A. from Harvard College (1974) and an MBA from Harvard Business School (1978). Harvard Yard Harvard College is the undergraduate section and oldest school of Harvard University, having been founded in 1636. ... Harvard Business School, officially named the Harvard Business School: George F. Baker Foundation, and also known as HBS, is one of the graduate schools of Harvard University. ...


External links

  • Author info - Ultimate Question
  • The ultimate question - Fred Reichheld interview (CEO Forum)

 
 

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