Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand

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"Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: Employee loyalty drives customer loyalty, which drives brand loyalty." "This involves creating strategic alliances with employees and preparing them to forge lasting bonds with customers. The big payoff comes when customers choose to do business with a company over the long term and enthusiastically recommend its products and services to their friends
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Overview

"Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: Employee loyalty drives customer loyalty, which drives brand loyalty." "This involves creating strategic alliances with employees and preparing them to forge lasting bonds with customers. The big payoff comes when customers choose to do business with a company over the long term and enthusiastically recommend its products and services to their friends and colleagues. The source of the most powerful form of marketing - word of mouth - is within the walls of every company. It's called loyalty, and successful leaders know its value." Case studies from some of America's most-admired and best-managed companies - including Amgen, Best Buy, Green Mountain Coffee, KitchenAid, Kronos, Southwest Airlines, Tiffany, Timberland, and Whole Foods - illustrate the power of the Loyalty Advantage in action.
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Product Details

  • ISBN-13: 9780814408179
  • Publisher: AMACOM
  • Publication date: 3/28/2005
  • Pages: 240
  • Product dimensions: 6.32 (w) x 9.26 (h) x 0.92 (d)

Meet the Author

Dianne Michonski Durkin (Portsmouth, NH) is the president and founder of The Loyalty Factor, LLC, a New Hampshire-based training and consulting firm specializing in loyalty whose clients include IBM Lotus, Kodak, Honeywell, Monster.com, and others.

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Table of Contents

Foreword
Introduction
Part 1: Whatever Happened to Loyalty?
Chapter One:      Loyalty Then and Now
Chapter Two: The Evolving Workforce
Chapter Three: What Loyalty Means to Business Part 2: The Loyalty Factor Chapter Four: What Is the Loyalty Factor?
Chapter Five: Employees, the New Strategic Alliance
Chapter Six: Loyal Employees Create Loyal Customers
Chapter Seven: The Loyalty Factor and the Brand
Part 3: Creating the Loyalty Factor
Chapter Eight: Five Essential Steps to Productivity and Profitability
Chapter Nine: The First Essential Step - Assess Present Status and Target
Your Stress Points
Chapter Ten: The Second Essential Step - Create Focus and Strategy Through
Shared Vision, Values, and Positioning
Chapter Eleven: The Third Essential Step  - Use Communications to Develop
Credibility and Support
Chapter Twelve: The Fourth Essential Step  - Establish an Infrastructure
for Success
Chapter Thirteen: The Fifth Essential Step  - Foster Ongoing Success
through Continuous Evaluation and  Feedback
Part 4: Putting the Loyalty Factor to Work
Chapter 14: The Role of Leadership
Chapter 15: Loyalty and Change Management
Chapter 16: Loyalty in Times of Crisis
Chapter 17: Some of Our Favorite Stories: The Loyalty Factor at Work

Afterword
Notes
Index

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Sort by: Showing all of 2 Customer Reviews
  • Anonymous

    Posted May 6, 2005

    Excellent Resource - A MUST READ!

    The Loyalty Advantage is an excellent resource for any company or individual looking to learn more about the value of loyalty in the business world. This book outlines the five essential steps to building the loyalty advantage process in order to create an environment that increases employee loyalty and customer loyalty, which then builds brand loyalty. This book contains clear examples and captivating case studies from some of the most admired companies in America including Best Buy, Tiffany, Southwest Airlines and Whole Foods. With the most powerful form of marketing being positive word of mouth ¿ who wouldn¿t want to increase the loyalty within their company? This book is a quick and easy MUST ¿ READ! Fabulous advice!

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  • Anonymous

    Posted May 8, 2005

    One of the best of the year so far!

    Employee satisfaction and enthusiasm creates customer satisfaction and enthusiam and that creates extraordinary sales and profits. It's a model I 'got' many years ago and believe in, and Dianne shows us how it can be done. Great work, thank you!

    Was this review helpful? Yes  No   Report this review
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