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The loyalty advantage : essential steps to energize your company, your customers, your brand

Author: Dianne M Durkin
Publisher: New York : AMACOM, American Management Association, 2005.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:
Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: 'Employee loyalty drives customer loyalty, which drives brand loyalty.'--[book jacket].
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Dianne M Durkin
ISBN: 0814408176 9780814408179
OCLC Number: 57352771
Description: ix, 229 pages ; 24 cm
Contents: Loyalty then and now --
The evolving workforce --
What loyalty means to business --
What is the loyalty factor? --
Employees, the new strategic alliance --
Loyal employees are your number one marketing tool --
The loyalty factor and the brand --
Five essential steps to productivity and profitability --
The first essential step : assess your company's present status and target your stress points --
The second essential step : create focus and strategy through shared vision, values, and positioning --
The third essential step : use communication to develop credibility and support --
The fourth essential step : establish an infrastructure for success --
The fifth essential step : foster ongoing success through continuous evaluation and feedback --
The role of leadership --
Loyalty and change management --
Loyalty in times of crisis --
Some of our favorite stories : the loyalty factor at work.
Responsibility: Dianne M. Durkin.
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Abstract:

Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: 'Employee loyalty drives customer loyalty, which drives brand loyalty.'--[book jacket].

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