Fred Reichheld is a Bain Fellow and founder of their Loyalty Practice, which helps companies achieve results through customer, employee, partner and investor loyalty. He is the creator of the Net Promoter® system of management and his pioneering work quantified the linkage between loyalty, profits, and growth. In his latest book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (HBR Press-Sept. 2011), Fred reveals how NPS practitioners including Apple Retail, Schwab, and Intuit, have utilized the Net Promoter System to generate extraordinary results. The author of four books and eight Harvard Business Review articles on the subject of loyalty, he was chosen as one of Consulting Magazine’s “25 Most Influential Consultants” and The Economist refers to him as the “high priest” of loyalty. Mr. Reichheld earned an MBA, with honors, from Harvard Business School and a bachelor’s degree, also with honors, from Harvard University.