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

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

by Dianne Michonski Durkin

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Product Details

ISBN-13: 9780814415771
Publisher: AMACOM
Publication date: 04/22/2005
Pages: 240
Product dimensions: 6.00(w) x 9.00(h) x 0.51(d)
Age Range: 17 Years

About 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.

Table of Contents

"Foreword

Introduction

Part 1: Whatever Happened to Loyalty?

1. Loyalty Then and Now

2. The Evolving Workforce

3. What Loyalty Means to Business

Part 2: The Loyalty Factor

4. What Is the Loyalty Factor?

5. Employees: The New Strategic Alliance

6. Loyal Employees Are Your Number One Marketing Tool

7. The Loyalty Factor and the Brand

Part 3: Creating the Loyalty Factor

8. Five Essential Steps to Productivity and Profitability

9. The First Essential Step: Assess Your Company’s Present Status and Target Your

Stress Points

10. The Second Essential Step: Create Focus and Strategy Through Shared Vision, Values, and Positioning

11. The Third Essential Step: Use Communication to Develop Credibility and Support

12. The Fourth Essential Step: Establish an Infrastructure for Success

13. The Fifth Essential Step: Foster Ongoing Success Through Continuous

Evaluation and Feedback

Part 4: Putting the Loyalty Factor to Work

14: The Role of Leadership

15: Loyalty and Change Management

16: Loyalty in Times of Crisis

17: Some of Our Favorite Stories: The Loyalty Factor at Work

Afterword

Notes

Index"

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