Frederick F. Reichheld is a director of Bain & Company, the strategy
consulting firm headquartered in Boston, USA, with international offices including London.

Reichheld's pioneering work in the area of customer, employee and investor retention has created a whole new area of business attention, quantifying the linkage between loyalty and profits.

It was Reichheld's work that led to the realization that it costs far more to win a new customer than it does to keep an existing one. As Tom Peters is fond of saying, this falls into the 'blindingly obvious: why didn't someone say it before!' category.

Indirectly, it could even be said that the new focus on customers as a business asset; a focus that grew out of Reichheld's work, is partly responsible for the dot.com stock boom (Amazon's share price is based on the perceived value of its customer relationships, not its non-existent profit).

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Frederick Reichheld's books in the eBooksStore:
The Loyalty Effect

Frederick Reichheld's articles in the eArticlesStore:
Avoid the Satisfaction Trap

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