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!.
"E-Loyalty: Your Secret Weapon on the Web," with Phil Shefter (July/August 2000) "Learning from Customer Defections," (March/April 1996) "Loyalty-Based Management," (March/April 1993) "Zero Defections: Quality Comes to Services," with Earl Sasser (September/October 1990)
Fred Reichheld ist Director Emeritus und Fellow von Bain&Company.
