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The loyalty effect : the hidden force behind growth, profits, and lasting value

Author: Frederick F Reichheld; Thomas Teal
Publisher: Boston, Mass. : Harvard Business School Press, ©1996.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

In showing how loyalty-based management leads to the creation of value, this book reveals the secrets of Bain and Company's strategy for retaining loyal customers, employees and investors. It also  Read more...

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Document Type: Book
All Authors / Contributors: Frederick F Reichheld; Thomas Teal
ISBN: 0875844480 9780875844480
OCLC Number: 423452958
Description: xii, 323 p. : illustrations ; 24 cm
Contents: The virtues and value of loyalty; 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.
Responsibility: Frederick F. Reichheld with Thomas Teal.

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