The business world seems to have given up on loyalty: many major corporations now loseand have to replacehalf their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.
|Publisher:||Harvard Business Review Press|
|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 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|
Most Helpful Customer Reviews
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.