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 EffectThe 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!.
關於作者：
Fred Reichheld is a Director Emeritus of Bain Company and
a Bain Fellow. He is also the author of Loyalty Rules!.
目錄：
Preface to the Paperback Edition:
Loyalty in the Twenty-First Century
Prefacexiii
1. Loyalty and Value
2. The Economics of Customer Loyalty
3. The Right Customers
4. The Right Employees
5. Productivity
6. The Right Investors
7. In Search of Failure
8. The Right Measures
9. Transforming the Value Proposition255
10. Partnerships for Change
11. Getting Started: The Path Toward Zero Defections
Notes
Index
About the Author
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