Imagine waking up midway through your career and realizing that all the prognostication, research and theorizing you had done was inconsequential. This happened to Frederick F. Reichheld, a director emeritus and fellow at Boston-based strategy consultancy Bain & Co., as well as an all-around authority on consumer and employee loyalty.
Reichheld had spent years attempting to determine the proper yardstick for measuring loyalty. His research focused on retention rates, creating intellectual capital among employee bases and quantifying customer satisfaction. He even published two books on the subject: