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The Loyalty Advantage
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Librairie Eyrolles - Paris 5e

The Loyalty Advantage

The Loyalty Advantage

Essentials Steps to Energize your Company, your Customers, your Brand

Dianne Michonski Durkin

230 pages, parution le 09/05/2005


Build company loyalty from the inside out.

Though it may not be obvious, customer satisfaction and brand loyalty are directly connected to the passion and energy of an organization's employees. In The Loyalty Advantage, readers will learn how to create a loyalty-driven company and how to direct company culture and leadership to develop widespread employee enthusiasm. The book demonstrates how in-house dedication to employees translates naturally into superior customer service, which then creates brand loyalty.

Filled with practical tips and proven strategies, the book shows readers how to:

  • create an environment that inspires passion for the brand and company loyalty
  • encourage employees to help craft and become invested in the company's vision and values
  • translate organizational values into superior products, customer service, and corporate profits

Using proven methods, The Loyalty Advantage shows how to create allegiance and translate it into bottom-line results.

L'auteur - Dianne Michonski Durkin

Dianne Michonski Durkin (Portsmouth, NH) is the president and founder of The Loyalty Factor, LLC, a New Hampshire-based training and consulting firm specializing in loyalty whose clients include IBM Lotus, Kodak, Honeywell,, and others.


  • Foreword
  • Introduction
  • Whatever Happened to Loyalty?
    • Loyalty Then and Now
    • The Evolving Workforce
    • What Loyalty Means to Business
  • The Loyalty Factor
    • What Is the Loyalty Factor?
    • Employees: The New Strategic Alliance
    • Loyal Employees Are Your Number One Marketing Tool
    • The Loyalty Factor and the Brand
  • Creating the Loyalty Factor
    • 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
  • Putting the Loyalty Factor to Work
    • The Role of Leadership
    • Loyalty and Change Management
    • Loyalty in Times of Crisis
    • Some of Our Favorite Stories: The Loyalty Factor at Work
  • Afterword
  • Notes
  • Index
Voir tout

Caractéristiques techniques

Éditeur(s) Amacom
Auteur(s) Dianne Michonski Durkin
Parution 09/05/2005
Nb. de pages 230
Format 15,5 x 23,5
Couverture Relié
Poids 487g
Intérieur Noir et Blanc
EAN13 9780814408179


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