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 over the last 12 months — 1 in all, peaking in Jun 2026 with 1.

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Young and Profiting (YAP) with Hala Taha: Entrepreneurship and Self-Improvement Podcast · Fred Reichheld: How to Build a Business Customers Can't Stop Recommending | Entrepreneurship | YAPClassic · 19 Jun 2026 podcast

You have to be the innovator and get your promoters to give you interesting ideas.

And think about the companies that you buy from for whom you're a promoter and what they did that was so remarkable that turned you into a referring engine.

An experiment.

And the cool thing about NPS as a survey is you can run these experiments without putting it out for the whole population.

You can see what works.

Amazon's very good at this.

They run experiments.

If it doesn't work, kill it.

If it creates a lot of tens and repeat purchases, roll it out around the world.

That innovation, I think, needs to be energized.

Step one, go find out when people are referring you, what is it they're saying about you?

Get a real clear sense of what is remarkable and then teach your organization that you can't rest on your laurels.

Yeah, do more of that, but you have to come up with additional stuff.

I mean, Amazon, great example.

They did so many things right with the easy purchase and shopping cart and one click.

But a few years ago, they said, oh, and when you want to return something, you don't have to put it back in its box and get the label.

Just take the thing and bring it to the UPS store and we'll take care of all that stuff and credit your money right away.

It's like, you know, that kind of innovation is why they still have a crazy net promoter score high and why they continue to grow and prosper and why, you know, people have legitimate issues, how they treat their people, all this waste and packaging.

But at the core, Amazon's purpose is to make customers' lives better.

And if their customers started saying, stop packing, stop the cardboard wastage, they'd respond very quickly to it.

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