Fred Reichheld
speaker
474 appearances
1 recordings
1 series
first heard Jun 2026
last heard 19 Jun
Fred Reichheld’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in Jun 2026 with 1.
Appearances
So it's feeling the love as a customer that inspires loyalty and starts the flywheel spinning.
probably the earliest successes in the net promoter movement were built around, um, fixing detractors, uh, and, and the early adopters.
NPS is an open source system.
I felt like I had a bigger, bigger chance of changing the world, a better chance if we made it free, everyone can use it, experiment with it.
Um, and, and because of that companies like Apple grabbed it, um,
Lego, IBM, just thousands of companies experimented and helped it get better.
And the mindset that clicked first was, gosh, when I see a detractor, I've got a quality problem.
I have a defect.
So zero defections, total quality management.
Let's close the loop with that customer, get to the root cause, fix it.
Do it at the right level of the organization.
Don't do it at the headquarters.
Do it at the branch or the product where this issue occurred so the learning is in the right place in the organization.
That was phase one.
Where we are now is what innovations not only keep customers delighted but raise the game so they are nines or tens and they're referring ten friends, not just two.
So it's innovation.
And yes, passives, when you talk to a passive and you say, what could we do better?
They go, I don't know.
I'm happy.
I got what I paid for.
Showing 181–200 of 474 · page 10 of 24
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