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