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Author Biography: Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!. BACK COVER: "Deserves to become a business classic."
"The Loyalty Effect put loyalty economics on the map."
-The New York Times
"The Loyalty Effect is . . . as close to a religious experience as one can get in the business realm."
"[Reichheld's] message is simply this: The best, most profitable employers are those that inspire loyalty among three constituencies: customers, investors, and employees."
|Preface to the Paperback Edition: Loyalty in the Twenty-First Century||ix|
|1.||Loyalty and Value||1|
|2.||The Economics of Customer Loyalty||33|
|3.||The Right Customers||63|
|4.||The Right Employees||91|
|6.||The Right Investors||153|
|7.||In Search of Failure||185|
|8.||The Right Measures||217|
|9.||Transforming the Value Proposition||255|
|10.||Partnerships for Change||279|
|11.||Getting Started: The Path Toward Zero Defections||301|
|About the Author||323|