The loyalty effect : the hidden force behind growth, profits, and lasting value
著者
書誌事項
The loyalty effect : the hidden force behind growth, profits, and lasting value
Harvard Business School Press, c1996
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注記
Bibliography: p. 311-314
Includes Index
内容説明・目次
内容説明
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.
目次
- 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.
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