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Fred Reichheld is a New York Times bestselling author and business strategist best known for his work on customer loyalty. He is the creator of the Net Promoter System of management (NPS). His books include The Loyalty Effect, Loyalty Rules!, and The Ultimate Question: Driving Good Profits and True Growth. He has written for many business publications, including Harvard Business Review, and is a frequent speaker on loyalty and other business topics. His work on loyalty has been covered in the Wall Street Journal, New York Times, Financial Times, Fortune, BusinessWeek, and the Economist. Reichheld is a Fellow of the management consultancy Bain & Company, where he has worked since 1977. Walter Dixon is a winner of Audible's #1 Editor's Choice and Customer Favorites award. He has narrated more than 200 audiobooks; performed in musical theater, drama and opera productions, and professional stand-up comedy; and voiced commercials, corporate videos, animated features, vintage radio dramas, and audio tours for the Guggenheim and other museums.

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