About the Book

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The Author

Fred Reichheld Image Fred Reichheld joined Bain & Company in 1977, was elected to the partnership in 1982, and in January 1999 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, Mr. Reichheld was included on the list of the world's top twenty-five consultants.

Mr. Reichheld's work has been widely covered in the Wall Street Journal, New York Times, Fortune, Business Week, and the Economist. The Economist refers to him as the "high priest" of loyalty; the New York Times declares, "[He] put loyalty economics on the map." He is the author of eight Harvard Business Review articles on the subject, and his two previous books, The Loyalty Effect (1996) and Loyalty Rules (2001), were published by Harvard Business School Press. He is a frequent speaker to major business forums and groups of CEOs and senior executives worldwide.

A graduate of Harvard College and Harvard Business School, Mr. Reichheld lives with his wife, Karen, and their family in the Boston area.