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Fred
Reichheld is a director
emeritus of Bain & Company and a Bain Fellow. He is the
founder of the firm’s Loyalty Practice. His pioneering
work in the area of customer, employee and investor
retention has quantified the linkage between value,
loyalty and profits. This work forms the conceptual
foundation for the Loyalty Practice (unique among the
major consulting firms) which helps clients to achieve
superior results through improvements in customer,
employee and investor loyalty. |
Founded in 1973, Bain & Company has grown
to become one of the world’s leading strategy consulting firms
by helping clients achieve practical, implementable results.
With 2,800 employees located in 26 offices around the world,
the firm serves a broad range of strategic needs of large,
multinational clients.
Mr. Reichheld joined Bain in 1977 and was
elected to the partnership in 1982. In addition to founding
and leading the Loyalty Practice, he has served the firm in a
variety of roles including membership on its Worldwide
Management, Nominating, and Compensation Committees. In
January, 1999, he was elected the firm’s first Bain Fellow.
Mr. Reichheld is a frequent speaker to
major business forums and groups of senior executives
worldwide. His work has been featured in leading publications
including the New York Times, Business Week, Fortune and The
Economist, and his publications include widely read articles
in the Harvard Business Review and Wall Street Journal. His
book, The Loyalty Effect: The Hidden Force Behind
Growth, Profits, and Lasting Value
(Harvard Business School Press, 1996) has become an
international bestseller. His latest book, Loyalty
Rules! How Today’s Leaders Build Lasting Relationships,
will be published by Harvard Business School Press in
September, 2001.
Fred Reichheld
graduated with Honors both from
Harvard College (B.A., 1974) and Harvard
Business School (M.B.A., 1978). |

Michael Lowenstein, CPCM, is managing director of
Customer Retention Associates, a customer and staff loyalty
program development, research, and consulting firm located in
Collingswood, New Jersey (www.customerloyalty.org).
With over thirty years’
management and consulting experience in customer and staff
loyalty research, CRM, loyalty program development, customer
win-back, service quality, customer-driven corporate culture,
and strategic marketing and planning to draw on, he is an
active international conference speaker and keynoter, workshop
facilitator, and trainer, and he is a regular featured
contributor to two customer loyalty newsletters. He also
provides commentary to several professional CRM sites on the
Internet.
Lowenstein is the author of
two widely-regarded books: Customer Retention: Keeping
Your Best Customers (1995), and The Customer Loyalty
Pyramid (1997). He is also co-author of Customer
WinBack: How to Recapture Lost Customers – and Keep Them Loyal
(2001). Additionally, he is a contributing author to
Redefining Consumer Affairs (Society of Consumer Affairs
Professionals,1995), The Answer Book for Customer Service
Managers (Bureau of Business Practice/International
Customer Service Association, 2000), and he has written the
Afterword for Customer.Community: Unleashing the Power of
Your Customer Base (2002). He is currently developing a
new book on data quality and co-authoring an updated
international edition of a complaint management book.
Lowenstein has been a
customer loyalty instructor for Pennsylvania State University
and the American Management Association; and he holds an
M.B.A. degree in marketing from the University of Pittsburgh,
and a B.S. degree in economics and marketing from Villanova
University. He is listed in several regional, national,
international, and professional Who’s Who editions. His
clients include First Union, Comcast, Baptist Health Care,
Toyota, Prudential, Westvaco, Cigna, Charles Schwab,
Borg-Warner, Sygma, Metropolitan Life, Microsoft, Alliance of
Community Health Plans (ACHP), Daimler-Chrysler, and
Georgia-Pacific.
Customer
Retention Associates specializes in helping clients optimize
customer loyalty and value through customer and staff loyalty
research, loyalty program development and refinement, loyalty
action training for front-line staff and management, and
customer save and win-back protocol development. The company
is a founding member of the CRM International Consortium (CRMIC),
an affiliation of independent CRM and customer loyalty
practitioners from around the world, which is based in
London. The mission of CRMIC is to offer leading-edge
customer loyalty and value solutions. |