BN.com Gift Guide

Loyalty Link: How Loyal Employees Create Loyal Customers

Overview

"The loyalty link is a must read for any marketer who wants to understand the power of customer enthusiasm." —Don Hudler, President Saturn Corporation

In an age of consumerism, downsizing, and frequent layoffs, it may seem that loyalty in the marketplace has fallen victim to the fast buck and the quick fix. In The Loyalty Link, however, Dennis McCarthy reveals that loyalty—between a business and its customers, between employer and employee—is a major competitive advantage. Businesses that develop loyalty links to...

See more details below
Other sellers (Hardcover)
  • All (14) from $1.99   
  • New (4) from $8.51   
  • Used (10) from $1.99   
Sending request ...

Overview

"The loyalty link is a must read for any marketer who wants to understand the power of customer enthusiasm." —Don Hudler, President Saturn Corporation

In an age of consumerism, downsizing, and frequent layoffs, it may seem that loyalty in the marketplace has fallen victim to the fast buck and the quick fix. In The Loyalty Link, however, Dennis McCarthy reveals that loyalty—between a business and its customers, between employer and employee—is a major competitive advantage. Businesses that develop loyalty links to their employees will consistently retain loyal customers and gain a competitive edge. McCarthy gives business owners, managers, and executives the ideas and tools to forge the crucial link between loyalty and profitability.

The Loyalty Link helps you strengthen the bonds of loyalty with your employees and customers alike. You'll discover that the interactions between employees and customers that foster loyalty are neither random events nor the product of well-rehearsed and closely supervised employee behavior. They result from an overall approach that encourages and rewards discretionary effort, and supports employee efforts with thorough training, adequate compensation, and a sense of appreciation.

In this eye-opening book you'll discover:

  • Why satisfied customers are ripe for the picking by your competitors
  • What it takes to exceed your customers' expectations and establish a loyalty link
  • How to create a working environment in which employees go out of their way to exceed customer expectations
  • Training methods that inspire loyalty rather than resentment
  • Techniques for getting customers involved in your business

Whether you're a small business owner, a department manager, or an executive in a large corporation, The Loyalty Link shows you how to make your business more customer-friendly, more hospitable to your employees, and more profitable for yourself and your investors.

Read More Show Less

Product Details

  • ISBN-13: 9780471163893
  • Publisher: Wiley
  • Publication date: 5/1/1997
  • Edition number: 1
  • Pages: 198
  • Product dimensions: 5.73 (w) x 8.82 (h) x 0.79 (d)

Meet the Author

DENNIS G. McCARTHY is the President of Paradigm Group, a Connecticut-based training and consulting firm that specializes in helping companies create competitive advantage through their sales and service efforts. Prior to creating Paradigm Group, Mr. McCarthy held executive positions in several Fortune 500 corporations. He has published numerous articles and is a widely sought-after lecturer on the topic of customer and employee loyalty.

Read More Show Less

Table of Contents

Customer Satisfaction: The Panacea That Isn't Working.

Looking for E-Gaps: An Inside Look at Customer Loyalty.

Customer Loyalty: The Employee Line.

The Loyalty-Deficit Cycle.

Breaking the Loyalty-Deficit Cycle.

Making People Count: The Basics of a Loyalty-Driven Culture.

Congratulations, You're Empowered: A Loyalty-Based Look at Employee Empowerment.

Adding Team Power to the Loyalty Link.

Putting the Loyalty Link to Work in Your Company.

Final Thoughts.

Index.

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)