基本信息出版社：Harvard Business Press
页码：323 页
出版日期：2001年09月
ISBN：1578516870
International Standard Book Number：1578516870
条形码：9781578516872
EAN：9781578516872
装帧：平装
正文语种：英语

内容简介 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.
作者简介 Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.
媒体推荐 "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)
专业书评 From the Back Cover

"Deserves to become a business classic."

-Financial Times

"The Loyalty Effect put loyalty economics on the map."

-The New York Times

"The Loyalty Effect is . . . as close to a religious experience as one can get in the business realm."

-Sun-Sentinel

"[Reichheld's] message is simply this: The best, most profitable employers are those that inspire loyalty among three constituencies: customers, investors, and employees."

-Fortune
目录
Preface 1. The Virtues and Values of Loyalty 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 Proposition 10. Partnerships for Change 11. Getting Started: The Path Toward Zero Defections Notes Index About the Author
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