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.