Forum Leadership



Fred Reichheld

Fred Reichheld is a Bain Fellow and founder of Bain & Company’s Loyalty Practice, which helps companies achieve results through customer and employee loyalty. He is the creator of the Net Promoter System®.

His work in the area of customer and employee retention has quantified the link between loyalty and profits. Mr. Reichheld’s books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (HBSP 1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (HBSP 2001), and The Ultimate Question: Driving Good Profits and True Growth (HBSP, 2006) have each become best sellers. Read more


Rob Markey

Rob Markey is head of Bain & Company’s Global Customer Strategy & Marketing Practice and is based in the firm’s New York office. He joined Bain in 1990 and advises clients in the financial services, retail, media, professional services, health care, building equipment and food processing industries.

Rob is an expert in developing customer loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses. Read more

Bain & Company partners


Aaron Cheris

Aaron Cheris is a partner in Bain & Company's San Francisco office. He joined the firm in 1996 and is a leader in Bain's Customer Strategy and Marketing and Retail practice areas and is Bain's global product leader for Customer Loyalty and Net Promoter®.

Aaron has extensive experience in corporate and business unit strategy, channel strategy, customer segmentation and loyalty, procurement and sourcing, organizational alignment and M&A due diligence. He has experience working with clients on these issues across retail, restaurants, online services, telecommunications and high tech. In addition to working at Bain, Aaron has also worked with the San Francisco 49ers and Fairmont Hotels and Resorts.

He earned an MBA with honors from Stanford University, where he was an Arjay Miller Scholar, and a bachelor's degree in economics and political science from Occidental College. He was also a Ford Fellow in econometrics.


Andreas Dullweber

Andreas Dullweber is a partner in Bain & Company's Munich office and is head of the firm's Customer Strategy and Marketing Practice in EMEA. He joined Bain in 1999 and is a leading expert in developing and deploying customer-led growth strategies for international companies.

Andreas has worked for clients across many geographies and industries including financial services, utilities, telecommunications, industrial goods & services, and private equity. His experiences comprise strategic reviews and organizational redesign, development and implementation of international growth programs, and customer-centric change management. He is known as one of Bain’s leader on customer loyalty and Net Promoter System applications, and frequent speaker and author on the topic.

Andreas holds a PhD from Cambridge University in the UK and a diploma in theoretical physics from the University of Oldenburg in Germany.

NPS® Loyalty Forum team


Stuart Berman

Stuart Berman is the senior director of the NPS Loyalty Forum. This is Stuart's second stint at Bain. He spent the early years of his career as a Bain consultant, working with major players in the telecommunications, high tech, utilities and entertainment industries on their most critical operational and strategic issues.

After leaving Bain, he served as general manager of Intuit's online store. He later served in business development and product management roles at several startup companies and worked for eBay. While at eBay, he managed the team responsible for international expansion and cross-border trade.

Stuart received an MBA from Stanford University and a bachelor's degree in economics, mathematics and computer science from Wesleyan University in Connecticut.


Thorp Foster

Thorp Foster is the director of forum services in Bain's Boston office, and is responsible for expanding the features and benefits of the NPS Loyalty Forum.

After beginning his career as a consultant, Thorp has spent the last decade designing loyalty marketing and retention initiatives for some of the world's leading brands, including JP Morgan Chase, Pepsi Bottling Group, Bank of America and The Home Depot. As President of NASCAR RacePoints, Thorp built the first points-based coalition rewards program in the sports industry.

Thorp earned an MBA from Harvard Business School and a bachelor's degree in finance from the University of Florida.