The Loyalty Effect
The Hidden Force Behind Growth, Profits, and Lasting Value
322 pages, parution le 01/09/2001
Résumé
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.
Contents
- 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
- Getting Started: The Path Toward Zero Defections 301
- Notes 311
- Index 315
- About the Author 323
L'auteur - Frederick F. Reichheld
Frederick F. Reichheld est directeur du cabinet conseil en stratégie Bain et Company.
Caractéristiques techniques
| PAPIER | |
| Éditeur(s) | Harvard Business School Press (HBS) |
| Auteur(s) | Frederick F. Reichheld |
| Parution | 01/09/2001 |
| Nb. de pages | 322 |
| Format | 15,5 x 23,2 |
| Couverture | Broché |
| Poids | 534g |
| Intérieur | Noir et Blanc |
| EAN13 | 9781578516872 |
Avantages Eyrolles.com
Livraison à partir de 0,01 € en France métropolitaine
Paiement en ligne SÉCURISÉ
Livraison dans le monde
Retour sous 15 jours
+ d'un million et demi de livres disponibles
Consultez aussi
- Les meilleures ventes en Graphisme & Photo
- Les meilleures ventes en Informatique
- Les meilleures ventes en Construction
- Les meilleures ventes en Entreprise & Droit
- Les meilleures ventes en Sciences
- Les meilleures ventes en Littérature
- Les meilleures ventes en Arts & Loisirs
- Les meilleures ventes en Vie pratique
- Les meilleures ventes en Voyage et Tourisme
- Les meilleures ventes en BD et Jeunesse
