Topics: International Speakers Bureau, Inc. |
 Fee Range: $30,001 to $50,000 (fee note) |
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 Biography: Fred Reichheld is the founder of Bain & Company's Loyalty Practice which helps clients achieve superior results through improvements in customer, employee, partner, and investor loyalty. His pioneering work has quantified the linkage between loyalty, profits, and growth. In the June, 2003 edition of Consulting Magazine, Mr. Reichheld was recognized as one of the world's top 25 consultants. According to The New York Times, "[He] put loyalty economics on the map". The Economist refers to him as the "high priest"of loyalty. And 1to1 Magazine calls him, "the undisputed king of loyalty". He is the author of two books and seven Harvard Business Review articles on the subject. Mr. Reichheld joined Bain in 1977 and was elected to the partnership in 1982. In addition to founding and leading the Loyalty Practice, he served the firm in a variety of roles including membership on its Worldwide Management, Nominating, and Compensation Committees. In January 1999, he was elected by the firm to become the first Bain Fellow - a half-time position that enables him to focus primarily on research and writing. Mr. Reichheld is a frequent speaker to major business forums and groups of CEOs and senior executives worldwide. His work has been widely covered in The Wall Street Journal, New York Times, Fortune, Business Week and The Economist. His first book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Harvard Business School Press, 1996) has become an international bestseller. His most recent book, Loyalty Rules!: How Today's Leaders Build Lasting Relationships (Harvard Business School Press) was published in September 2001. Fred Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978). |
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Programs: Presentation Themes: The economics of customer and employee loyalty Customer Relationship Management The increasingly vital role of loyalty in the new economy Leadership strategies for building loyalty Measuring loyalty: moving beyond customer satisfaction E-Loyalty: enduring relationships on the web The link between corporate ethics and profits Building employee loyalty: organization, compensation, communication, and strategy List of topics and trends Fred Reichheld can discuss: Why is loyalty even more important in times of economic turbulence? Why do layoffs make employee loyalty even more vital? Why half of the front line employees in America are undermining customer loyalty and what leaders must do to correct this problem? How a 5% increase in customer retention translates into a 25-100% increase in profits Why most companies are experiencing a crisis in loyalty leadership How to measure loyalty in an organization and whether a leader's actions are building or destroying loyalty? Why CRM becomes customer relationship manipulation and not management at so many companies Why CRM technology investmentsare failing to build customer loyalty. How companies like The New York Times and Enterprise Rent-A-Car employ CRM systems to their best advantage Fred Reichheld organizes and moderates a series of CEO Roundtable discussions for leaders of organizations that have earned the highest level of loyalty in their respective industry sectors. This provides a unique networking and learning opportunity for CEOs who are committed to responsible leadership, who see financial success as a reward for serving customers and employees well - not as the primary end of business, and who feel a duty of stewardship to their institution which does not end with the maximization of shareholder value. Loyalty leader companies and their management practices represent a precious asset, which is not well understood by the broader business community. These sessions help to clarify the leadership strategies and practices that continue to build loyalty in today's hyper-competitive world. Participants share a common mission, a common set of values and ethical standards, and a common ambition for their organization. Given the enormous confusion around the relevance of loyalty in today's world, these forums have helped clarify the new rules for building loyalty in the age of the Internet. Leaders have much to share and teach each other - and much to teach the broader business community about the power of loyalty and partnership. The CEOs select the topics of discussion and host the sessions at their headquarters on a rotating basis. |
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