Welcoming ‘godfather of loyalty’ Fred Reichheld as an advisor to Mention Me

20 years ago, Fred Reichheld invented the Net Promoter Score system.

Today, it’s with great pleasure that I can share that Fred has become an advisor and investor to Mention Me.

With accolades including featuring in the Wall Street Journal and The Economist, being a New York Times bestselling author, and working as a Bain Fellow since 1996, Fred is the expert on customer loyalty.

When I read Fred’s article on Earned Growth in the Harvard Business Review back in 2021, I was struck by how closely our outlooks align. We’re united by the philosophy that great companies treat customers so well that they refer their friends. 

This is even truer in the current climate. As consumer demand decreases, costs on Google and Facebook spiral, and cookies and third-party data disappears, businesses must make the most of their most valuable asset: their customers.

As the creator of NPS and ‘high priest’ of loyalty (to quote The Economist), Fred knows this better than anyone. 

NPS has one key question at its heart: “how likely are you to recommend this brand to your friends?”. Mention Me takes this intent and makes it real, driving promoters to actively advocate for the brand. Our partnership with Fred will enable us to take this approach to the next level.

That will include building Earned Growth – a concept recently introduced by Fred linking financial performance to the customer experience – into the Mention Me platform. 

As well as advising on this game-changing metric, Fred will work closely with us on areas including product development, US expansion, and establishing Mention Me as the world’s first true customer advocacy platform. 

Over the past 12 months, Fred and I have regularly shared ideas and insights on how businesses can sustainably grow through customers who keep coming back and bringing their friends. From one-on-one phone calls, to Q&As in front of 200 senior marketers at Advocacy Engineered, and intimate discussions at CMO roundtables, we’ve had some fascinating conversations about the transformational effect harnessing customer advocacy can achieve.

Now Fred is officially onboard as an advisor and investor, we’ll be taking this to the next level, doubling down on realising the true value of customer advocacy and how it can drive sustainable growth for brands. 

Exciting times are ahead – watch this space.