Frederick F. Reichheld

Loyalty Rules: How Today's Leaders Build Lasting Relationships

Frederick F. Reichheld, F. Reichheld, 2001 .

The Ultimate Question 2.0 : How Net Promoter Companies Thrive in a Customer-Driven World

Frederick F. Reichheld, Rob Markey, F. Reichheld, 2011 .

The hidden advantages of customer retention

Frederick F. Reichheld, F. Reichheld, David W. Kenny, 1990 .