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

Paperback / softback

Main Details

Title The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Authors and Contributors      By (author) Thomas Teal
Physical Properties
Format:Paperback / softback
Pages:352
Dimensions(mm): Height 241,Width 155
Category/GenreBusiness strategy
ISBN/Barcode 9781578516872
ClassificationsDewey:658
Audience
Professional & Vocational
Edition Revised edition

Publishing Details

Publisher Harvard Business Review Press
Imprint Harvard Business Review Press
Publication Date 14 September 2001
Publication Country United States

Description

The 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.

Author Biography

Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

Reviews

"E-Loyalty: Your Secret Weapon on the Web," with Phil Shefter (July/August 2000) "Learning from Customer Defections," (March/April 1996) "Loyalty-Based Management," (March/April 1993) "Zero Defections: Quality Comes to Services," with Earl Sasser (September/October 1990)