TY  - BOOK
AU  - Reichheld,Frederick F.
AU  - Teal,Thomas
TI  - The loyalty effect: the hidden force behind growth, profits, and lasting value 
SN  - 0875844480
AV  - HF5415.5 .R438 1996
U1  - 658.4 20
PY  - 1996///
CY  - Boston, Mass.
PB  - Harvard Business School Press
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Job satisfaction
KW  - Labor productivity
KW  - Loyalty
KW  - Klantenservice
KW  - gtt
KW  - Arbeidstevredenheid
KW  - Loyaliteit
KW  - Relations avec la clientèle
KW  - Consommateurs
KW  - Satisfaction
KW  - Satisfaction au travail
KW  - Productivité
KW  - Loyauté
N1  - Includes bibliographical references (p. 311-314) and index; Loyalty and Value -- The Economics of Customer Loyalty -- The Right Customers -- The Right Employees -- Productivity -- The Right Investors -- In Search of Failure -- The Right Measures -- Transforming the Value Proposition -- Partnerships for Change -- Getting Started: The Path Toward Zero Defections
N2  - "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. This book shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy." "In The Loyalty Effect Fred Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He lays out the principles that connect value creation, loyalty, growth, and profits and shows how great companies like State Farm, Toyota/Lexus, MBNA, John Deere, and the Leo Burnett advertising agency have used these principles to build unassailable franchises of loyal customers, loyal employees, and loyal owners. He describes the key business philosophies that underlie the remarkable results of these loyalty leaders." "The Loyalty Effect will provide your company with an effective approach to sustained value creation and change the way you think about loyalty, profits, and the nature of business. Reichheld makes the powerful economic case for loyalty - and takes you through the numbers to prove it. His startling conclusions show how even a small improvement in customer retention can double profits for your company."--BOOK JACKET
UR  - http://lcweb.loc.gov/catdir/toc/95039972.html
UR  - http://www.archive.org/details/loyaltyeffecthid00reic
UR  - http://www.openlibrary.org/books/OL803497M
ER  -