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
Louis, Missouri into the largest car rental company on earth as a private company.
Talk about entrepreneurial success.
You never had to go to Wall Street and get funny money and play that game.
And he said, well, Fred, there's no magic.
And he and I are both from the Midwest.
And so he's speaking in that real plain language of you gotta treat your customers so they come back for more and bring their friends.
And that simple idea
First of all, he inspired the Net Promoter Score because he had a two-question survey he was using with his branches in the rental car business, and I saw how powerful it could be.
But the even more powerful thing was these words, back for more and bring their friends.
accounting does not measure that.
Generally accepted accounting principles just gloss over it.
They look at total revenue.
And what Andy is saying, you have to look customer by customer.
Are they expanding?
Are they repeat purchasing, expanding their purchases?
And are they referring their friends?
And because we don't measure those with accounting, which is the yardstick we all use, and without intending it, entrepreneurs...
sort of take the mindset of accountants because they're using that measurement system for their major decisions and paying people.
And suddenly you have a worldview of accountants, which is how much money I can extract from a customer's wallet, as opposed to how can I treat them so well they come back for more and bring their friends.
Yeah, we found that just in our early research, when you ask customers on a scale from zero to 10, how likely to recommend us to a friend, those who score you a nine or a 10,
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