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Preface to the Paperback Edition: Loyalty in the Twenty-First Century | ix | |
Preface | xiii | |
1. | Loyalty and Value | 1 |
2. | The Economics of Customer Loyalty | 33 |
3. | The Right Customers | 63 |
4. | The Right Employees | 91 |
5. | Productivity | 117 |
6. | The Right Investors | 153 |
7. | In Search of Failure | 185 |
8. | The Right Measures | 217 |
9. | Transforming the Value Proposition | 255 |
10. | Partnerships for Change | 279 |
11. | Getting Started: The Path Toward Zero Defections | 301 |
Notes | 311 | |
Index | 315 | |
About the Author | 323 |
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value, 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
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value, 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
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