Fred Reichheld on Customer Loyalty

Fred Reichheld, Baine fellow and author of The Ultimate Question, is an expert on measuring customer loyalty. He’s also a member of the Rackspace Board of Directors. We were fortunate to catch Fred as he left our annual board meeting – here, he talks about how customer loyalty impacts profitability and how companies can measure loyalty using the Net Promoter Score.

Those of  you who know Rackspace, know that we strive to be the best service company in the world. One way of improving on that was our implementation of the Net Promoter Score, created by Mr. Reichheld. You can read more about that in his book, The Ultimate Question.

Graham Weston is one of the founders of Rackspace and serves as Chairman of the Board. Born and raised in the San Antonio area, Graham from an early age saw entrepreneurial opportunities in everything around him. He launched his first business venture as a seventh grader, marketing organic pork in newspaper ads that read "Go Hog Wild!" In high school, he built another business that took photos at livestock shows and sold them to contestants. Click here to learn more about Graham.


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