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How important are the frontline employees in getting net promoter done right?

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By on Learning from the Best, Sarder Author Talks
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Fred Reichheld (Best-selling Author & Fellow at Bain & Company)

Fred Reichheld, the creator of the Net Promoter System and author, lists the significance of frontline workers in the NPS system. He shares the example of Discover and how the top executives facilitate the frontline employees so that together they can help attain excellent customer satisfaction levels.

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About Author

Fred Reichheld

Best-selling Author & Fellow at Bain & Company

Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty.

Interviewed By


Vaishali Jain

Vaishali Jain

Sarder TV Journalist, and Former Bloomberg TV Journalist

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