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

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

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作者: Frederick F. Reichheld , Thomas Teal

出版社: Perseus

出版时间: 2001-08

版次: 1

ISBN: 9781578516872

装帧: 平装

开本: 16开

纸张: 胶版纸

页数: 323页

分类: 外文古旧书>英文书>经济

2人买过

Loyalty is by no means dead. In fact the principles of loyalty .. . are alive and well at the heart of every company with anenduring record of high productivity, solid profits, and steadyexpansion.From The Loyalty EffectThe business world seems to havegiven up on loyalty: many major corporations now lose-and have toreplace-half their customers in five years, half their employees infour, and half their investors in less than one. Fred Reichheld'snational bestseller The Loyalty Effect shows why companies thatignore these skyrocketing defections face a dismal future of lowgrowth, weak profits, and shortened life expectancy. Reichhelddemonstrates the power of loyalty-based management as a highlyprofitable alternative to the economics of perpetual churn. Hemakes a powerful economic case for loyalty-and takes you throughthe numbers to prove it. His startling conclusion: Even a smallimprovement in customer retention can double profits in yourcompany. The Loyalty Effect will change the way you think aboutloyalty, profits, and the nature of business.Fred Reichheld is aDirector Emeritus of Bain & Company and a Bain Fellow. He isalso the author of Loyalty Rules!. Fred Reichheld is a Director Emeritus of Bain & Company anda Bain Fellow. He is also the author of Loyalty Rules!. 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
内容简介:
Loyalty is by no means dead. In fact the principles of loyalty .. . are alive and well at the heart of every company with anenduring record of high productivity, solid profits, and steadyexpansion.From The Loyalty EffectThe business world seems to havegiven up on loyalty: many major corporations now lose-and have toreplace-half their customers in five years, half their employees infour, and half their investors in less than one. Fred Reichheld'snational bestseller The Loyalty Effect shows why companies thatignore these skyrocketing defections face a dismal future of lowgrowth, weak profits, and shortened life expectancy. Reichhelddemonstrates the power of loyalty-based management as a highlyprofitable alternative to the economics of perpetual churn. Hemakes a powerful economic case for loyalty-and takes you throughthe numbers to prove it. His startling conclusion: Even a smallimprovement in customer retention can double profits in yourcompany. The Loyalty Effect will change the way you think aboutloyalty, profits, and the nature of business.Fred Reichheld is aDirector Emeritus of Bain & Company and a Bain Fellow. He isalso the author of Loyalty Rules!.
作者简介:
Fred Reichheld is a Director Emeritus of Bain & Company anda Bain Fellow. He is also the author of Loyalty Rules!.
目录:
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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