The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

by Frederick F. Reichheld



Product Details

ISBN-13: 9781578516872
Publisher: Harvard Business Review Press
Publication date: 09/14/2001
Edition description: Reprint
Pages: 352
Product dimensions: 6.12(w) x 9.50(h) x (d)

About the Author

Frederick F. Reichheld is a director of Bain & Company, a leading strategy consulting firm headquartered in Boston with twenty-three offices worldwide. He is the leader of the firm's worldwide Loyalty Practice, and his pioneering work in the area of customer, employee, and investor retention has quantified the linkage between loyalty and profits. This work forms the conceptual foundation for the practice, which helps clients achieve superior results through improvements in customer, employee, and investor selection and retention. Reichheld's views have been quoted in Business Week and Fortune , and his recent publications include articles in Harvard Business Review and The Wall Street Journal. He is a frequent speaker to major business forums and groups of senior executives.

Table of Contents

Preface to the Paperback Edition: Loyalty in the Twenty-First Centuryix
1.Loyalty and Value1
2.The Economics of Customer Loyalty33
3.The Right Customers63
4.The Right Employees91
6.The Right Investors153
7.In Search of Failure185
8.The Right Measures217
9.Transforming the Value Proposition255
10.Partnerships for Change279
11.Getting Started: The Path Toward Zero Defections301
About the Author323

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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value 4 out of 5 based on 0 ratings. 1 reviews.
stacyinthecity on LibraryThing 5 months ago
I read this book because in my job, I deal with customer loyalty. How do we create loyal customers? What can we do to earn their loyalty? This book went into that and much more.The book took a few case studies and showed how having loyal customers brought increased growth. The author then showed how this was possible by the numbers. It is pretty impressive. Clearly, more loyalty is better. But how do you achieve it?The book talked about how to attract the right customers and how to keep them. It also discussed how having loyal employees and even investors will help the business. Fundamentally, it is a culture of loyalty that must be fostered within the business.