‘The godfather of loyalty’: Fred Reichheld joins Mention Me as Advisor
Customer advocacy platform Mention Me has announced the appointment of Fred Reichheld, the creator of the Net Promoter Score (NPS), as an Advisor to support its continued growth.
Reichheld is widely regarded as ‘the godfather of loyalty’, having created NPS to track customer experience, which is now used by over 70% of FTSE 500 companies.
In his new role, Reichheld will advise Mention Me on product development, expansion into the US, and help to build on its presence as the world’s first true customer advocacy platform.
This will include advising on building Earned Growth – a concept recently introduced by Reichheld, linking financial performance to the customer experience – into the Mention Me platform.
He said: “Too many brands fail to measure how much of their business is coming from existing customers buying more and referring their friends. But referrals are the most essential ingredient for sustainable business growth and provide an unbeatable economic advantage. They’re the best indicator that a brand is pursuing the right purpose and destined for success.”
Andy Cockburn, CEO of Mention Me, added: “Fred is the world-renowned expert on customer loyalty, so to bring him onboard as an advisor and investor marks a key milestone for Mention Me.
“As we double down on realising the true value of customer advocacy for brands, underpinned by the Earned Growth metric, I anticipate seeing a real step change in how marketers and senior leadership teams think about driving sustainable growth for their businesses.”