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
I don't want to take on the tough camp.
If I see a grumpy customer coming in the store, I'll go to the bathroom and let somebody else take care of it.
And if you don't have your employees inspired to find ways to delight customers and make their life better, not only will it be financially unsuccessful,
but you're putting them in a position of being selfish and great leaders help show the power of love.
So the leader's primary responsibility isn't to make the customers happy, it's to inspire their teams to take on that mission, embrace that mission of loving customers and help them succeed.
And when they do, make sure they get the appropriate recognition and rewards.
Don't create a compensation system that makes salesmen rich for over-promising and selling a lot of new business.
that never turns into customer promoters who come back for more and bring their friends and therefore never become a true asset to the business.
See, you got to really rethink compensation, hiring, promotion at Bain.
You can't, it's very hard to get promoted at Bain unless your team thinks you live the values of the company and, and make our clients succeed.
We have built systems that reinforce that.
And if you just look at Bain is,
always on the top.
Whether you pick Glassdoor, Fortune, pick your list, Bain has been at the top.
Why?
Because all of the reinforcing systems of who we hire, how we train, how we run huddles on a weekly basis, how you get promoted, it has customer value first.
And I think no leader is doing their employees a favor if they don't help them understand that their happiness, their employees' happiness, is based on making a meaningful contribution that the team values in making customers' lives better.
At the end of the book, I sort of pull back the curtain and make it clear that this is actually a life advice that I'm trying to give to my grandchildren who are too young to read the book at this point.
But, you know,
If you believe this mindset and you want to make the world a better place, it's really hard to do that on your own.
Showing 421–440 of 474 · page 22 of 24
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