The Quest for Loyalty: Creating Value Through Partnership

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This hardcover edition is available only in a premium, full-cloth binding. It will not ship with a dust jacket.

The authors' Harvard Business Review articles set the context for this collection and demonstrate the need for understanding loyalty within the larger context of customers, investors, and employees--and how they interact. The introduction by Scott Cook, co-founder and chairman of Intuit, discusses the role loyalty has played in a company's strategy for growth and ...

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Overview

This hardcover edition is available only in a premium, full-cloth binding. It will not ship with a dust jacket.

The authors' Harvard Business Review articles set the context for this collection and demonstrate the need for understanding loyalty within the larger context of customers, investors, and employees--and how they interact. The introduction by Scott Cook, co-founder and chairman of Intuit, discusses the role loyalty has played in a company's strategy for growth and profits. Also includes articles from leading scholars and practitioners in management, including Peter Drucker, Charles Handy, Michael Porter, and C.K. Prahalad and Gary Hamel. Interviews with Sir Colin Marshall of British Airways and General Robert F. McDermott provide the perspective of the CEOs of loyalty-based firms, and how they can create financial success by targeting the right customers and levels of service and value through investing in their employees.

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Product Details

  • ISBN-13: 9780875847450
  • Publisher: Harvard Business Review Press
  • Publication date: 11/1/1996
  • Series: Harvard Business Review Book
  • Pages: 278
  • Product dimensions: 6.44 (w) x 9.48 (h) x 1.13 (d)

Table of Contents

Foreword
Introduction
Loyalty-Based Management 3
Competing for the Future 17
Trust and the Virtual Organization 31
Service Comes First: An Interview with USAA'S Robert F. McDermott 45
The Power of Predictability 67
Capital Disadvantage: America's Failing Capital Investment System 75
Reckoning with the Pension Fund Revolution 109
Zero Defections: Quality Comes to Services 129
Why Satisfied Customers Defect 143
Competing on Customer Service: An Interview with British Airways' Sir Colin Marshall 165
Letter to the Editor in Response to "Competing on Customer Service: An Interview with British Airways' Sir Colin Marshall" 185
Championing the Customer 189
Do Rewards Really Create Loyalty? 197
Do You Want to Keep Your Customers Forever? 211
Learning from Customer Defections 233
Executive Summaries 257
About the Contributors 267
Index 271
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