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

This net promoter score that you mentioned, I invented 20 years ago.

As I was toying with names for it, I was thinking, well, it's really net lives enriched because every time you touch a person's life, whether you're an individual, a team, or a company,

you're either gonna enrich that life or diminish it.

And we need to keep track of that instead of just talk about it as an airy-fairy idea.

And so this idea of how likely you'd recommend this to a friend as the best way to know if you enriched a life, I mean, the logic is pretty clear.

When you have your life enriched as a customer and you want to share that with a friend or a loved one, that referral is an act of love.

It means you want to enrich the life that the person you know, you care about.

And so it's a signal that an organization has indeed enriched a life.

So, you know, NetLives Enriched just seemed a little too soft and

theoretical, I suppose, philosophical, and Net Promoter had a business ring.

Promoters are customers who go out and they refer their friends, they buy more from you, they're your assets.

And so Net Promoter Score became the name, I suppose, in some settings, I wish I'd left it at NetLivesEnriched.

Well, I'm so sick of surveys and these long market research things that, oh, we'll just take a minute of your time and 80 questions later.

If I had to have a survey at all, because I do think surveys take people's time, it's friction.

So I wanted one question.

And the question that was the best predictor of loyalty behaviors turned out to be likely to recommend.

How likely would you recommend this to a friend?

So zero through 10, we asked that question, that score lets you know if you've created a promoter or enriched a life or a detractor and diminished a life.

Then we have an open text verbatim follow-up to tell us why.

And in the customer's own words, they can explain why you enrich the life or how you diminish their life.

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