Frugal wows: Bain Fellow Fred Reichheld
Friday, June 18, 2010 at 2:50PM Hundreds of companies say they are using Net Promoter Scores. Fred Reichheld, Bain and Company Fellow and author of The Ultimate Question, showed a page full of the logos of companies that have publicly talked about using NPS. "This thing has really taken off," he said. "But I don't think all of them are really using it in the way we intended. I hope you will use NPS in a responsible way, one that makes us all proud. And I hope you will push some of these other companies to do so, too."
Reichheld then introduced the two men who inspired the Net Promoter, the founders of Enterprise Rent-a-Car and Chick-fil-A. The latter, Truett Cathy, inspired Fred by pointing out the biblical proverb that a good name is worth more than gold. He set his company on a mission to make the lives of everyone they touch a little better. The Net Promoter approach, said Reichheld, is about inspiring employees to make customers' lives better.