Authors: Frederick F. Reichheld, Thomas Teal, Thomas Teal
ISBN-13: 9781578516872, ISBN-10: 1578516870
Format: Paperback
Publisher: Harvard Business Press
Date Published: September 2001
Edition: Reprint
Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.
In this reprint of a 1996 work, published with a new preface, business strategy consultant Reichheld outlines an approach to doing business that he calls loyalty-based management. Stressing the importance of building a loyal customer base, he argues that even a small improvement in customer retention can double a company's profits. He also shows the connections between customer, employee, and investor loyalty. He goes on to describe in detail the changes in compensation, organization, and strategy necessary for companies to build relationships worthy of loyalty. Annotation c. Book News, Inc., Portland, OR
Deserves to become a business classic.
Preface to the Paperback Edition: Loyalty in the Twenty-First Century | ix | |
Preface | xiii | |
1. | Loyalty and Value | 1 |
2. | The Economics of Customer Loyalty | 33 |
3. | The Right Customers | 63 |
4. | The Right Employees | 91 |
5. | Productivity | 117 |
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 |
Notes | 311 | |
Index | 315 | |
About the Author | 323 |