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
You've got to play a big role in helping that organization succeed and fulfill its mission.
Well, I was an economics major.
And the thing that caught my eye early in my career were organizations, both small and large, that were outperforming any understanding of business strategy or financial accounting that I learned in business school.
And we saw this common thread was that they treated people right.
They earned the loyalty of their customers and employees.
And the right kind of loyalty, this loyalty that is
It's self-sacrifice.
It's committing yourself to the success of an organization because of the mission and the principles it lives by.
But it wasn't measured.
And so initially, I looked at an incredible leverage of retention rates, people that kept their customers a little bit longer, doubled, tripled, quadrupled their profits.
And no one knew that.
But over the years, it's transitioned.
I think the economics is the reward.
It's one of the benefits.
But the real root cause are organizations that are committed to making their customers' lives better.
Because it's more than a commercial mission.
Everyone talks about making the world a better place.
I'd say, let's get serious about making the world a better place and start with the customers, the people whose responsibility you have to serve and solve problems for.
Well, in my youth, I just saw their financial results were extraordinary.
But I think what makes them truly extraordinary and the reason their financials are extraordinary is they're committed to a purpose that's worthy of loyalty, this purpose of enriching lives.
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