Loyalty Effect The Hidden Force Behind Growth, Profits, and Lasting Value

ISBN-10: 1578516870
ISBN-13: 9781578516872
Edition: 2001
List price: $17.95 Buy it from $3.00
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Description: Loyalty is by no means dead. In fact the principles of loyalty . . . are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion.From The Loyalty EffectThe business world seems  More...

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Book details

List price: $17.95
Copyright year: 2001
Publisher: Harvard Business Review Press
Publication date: 9/1/2001
Binding: Paperback
Pages: 352
Size: 6.00" wide x 9.00" long x 1.50" tall
Weight: 1.408
Language: English

Loyalty is by no means dead. In fact the principles of loyalty . . . are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion.From The Loyalty EffectThe business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

Fred F. Reichheld is a director of Bain & Co., a consulting firm in Boston. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), The Ultimate Question: Driving Good Profits and True Growth (2006) and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (2011).

Preface to the Paperback Edition: Loyalty in the Twenty-First Century
Preface
Loyalty and Value
The Economics of Customer Loyalty
The Right Customers
The Right Employees
Productivity
The Right Investors
In Search of Failure
The Right Measures
Transforming the Value Proposition
Partnerships for Change
Getting Started: The Path Toward Zero Defections
Notes
Index
About the Author

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