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

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Harvard Business Press, 2001 - Business & Economics - 323 pages
9 Reviews
Loyalty is by no means dead. In fact the principles of loyalty . . . are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion.
From The Loyalty Effect

The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half 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.

Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

 

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

User Review  - Waseem - Goodreads

This was a great little short and to the point guide on learning how to build a long lasting business...the loyalty theory is not only good for your customers, but in this book is from the point of ... Read full review

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

User Review  - Stacy - Goodreads

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 ... Read full review

Contents

I
1
II
33
III
63
IV
91
V
117
VI
153
VII
185
VIII
217
IX
255
X
279
XI
301
XII
311
XIII
315
XIV
323
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About the author (2001)

Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

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