Fred Reichheld organizes and moderates a series of CEO Roundtable discussions for leaders of organizations that have earned the highest level of loyalty in their respective industry sectors. This provides a unique networking and learning opportunity for CEOs who are committed to responsible leadership, who see financial success as a reward for serving customers and employees well - not as the primary end of business, and who feel a duty of stewardship to their institution which does not end with the maximization of shareholder value.
Loyalty leader companies and their management practices represent a precious asset, which is not well understood by the broader business community. These sessions help to clarify the leadership strategies and practices that continue to build loyalty in today's hyper-competitive world. Participants share a common mission, a common set of values and ethical standards, and a common ambition for their organization.
Given the enormous confusion around the relevance of loyalty in today's world, these forums have helped clarify the new rules for building loyalty in the age of the Internet. Leaders have much to share and teach each other - and much to teach the broader business community about the power of loyalty and partnership.
The CEOs select the topics of discussion and host the sessions at their headquarters on a rotating basis.
Roundtables attendees have included CEOs from:
List of topics and trends Fred Reichheld can discuss:
- Bright Horizons/ Family Solutions
- Enterprise Rent-A-Car
- Frank Russell
- Midwest Express
- Northwestern Mutual Life
- State Farm
- Why is loyalty even more important in times of economic turbulence?
- Why do layoffs make employee loyalty even more vital?
- Why half of the front line employees in America are undermining customer loyalty-and what leaders must do to correct this problem?
- How a 5% increase in customer retention translates into a 25-100% increase in profits
- Why most companies are experiencing a crisis in loyalty leadership
- How to measure loyalty in an organization-and whether a leader's actions are building or destroying loyalty?
- Why CRM becomes customer relationship manipulation and not management at so many companies
- Why CRM technology investments are failing to build customer loyalty.
- How companies like USAA, The New York Times and Enterprise Rent-A-Car employ CRM systems to their best advantage