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The Loyalty Effect : The Hidden Force Behind Growth, Profits, and Lasting Value
The Loyalty Effect : The Hidden Force Behind Growth, Profits, and Lasting Value
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(Harvard Business School) THE LOYALTY EFFECT : The Hidden Force Behind Growth, Profits, and Lasting Value

Frederick . F Reichheld
WELL USED, HARDCOVER
Frederick . F Reichheld
WELL USED, HARDCOVER

RM28.00

Shows Why Companies Ignore Skyrocketing Customer Defections Face A Dismal Future Of Low Growth, Weak Profits, And Shortened Life Expectancy.

ISBN 9780875844480
Book Condition WELL USED
Format HARDCOVER
Publisher Harvard Business School Press
Publication Date 1/3/1996
Pages 333
Weight 0.51 kg
Dimension 24 × 16.2 × 2 cm
Availability: Out of stock

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“The Loyalty Effect absolutely nails the essence of what it takes to be customer driven.”
— Scott Cook, Cofounder, Intuit, Inc.
 
The Loyalty Effect is a 1996 book by Fred Reichheld of the consulting firm Bain & Company, and the book’s title is also sometimes used to refer to the broader loyalty business model as a whole.
 
Reichheld’s book was exceptionally popular with marketing and customer relationship management professionals, and as such the phrase “loyalty effect” has become synonymous in some circles with the more generic concepts covered by the loyalty business model.
 
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. This work shows why companies that ignore these defections face a dismal future of low growth, and shortened life expectancy.
 
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.
 
Much has changed since The Loyalty Effect was originally published in 1996. Digital has revolutionized communications and dramatically expanded the potential for deeper relationships with customers and suppliers. At the same time, it has challenged the very relevance of lasting relationships. So what’s the chance that Reichheld’s framework of loyalty economics is still valid for competing in today’s world?
 
As it turns out, the framework detailed in The Loyalty Effect not only has withstood these challenges, but its relevance has been magnified. Advanced analytics has uncovered the powerful loyalty economics at work in more and more industries. The economic framework developed for this book has become the standard for an army of business analysts and investors engaged in the evaluation of digital business models.
 
Reichheld lays out a new “economics of loyalty” that provides a framework where the “soft” elements of business–loyalty and learning–can be effectively linked to the hard science of cash flows and cost/benefit analysis. Because of this connection, Reichheld argues, there is enormous potential for improving a company’s performance by increasing customer, investor, and employee loyalty.
 
The Loyalty Effect will demonstrate the power of loyalty-based management as a welcome and highly profitable alternative to the economics of perpetual churn. It will debunk the pervasive myth about the death of loyalty and provide managers with an effective approach to sustained value creation. It will change the way companies think about loyalty, profits, and the nature of business.
 
In The Loyalty Effects, Reichheld reveals the secrets of successful companies that base their business strategies on loyal relationships. He analyzes traditional accounting-that drive long-term business success. His startling conclusions show how even a small improvement in customer retention can sometimes double profits
 
This book will show you how to :
● GROW YOUR BUSINESS by attracting and retaining the right customers – and avoiding the wrong ones.
● IMPROVE PRODUCTIVITY by hiring the right employees and structuring loyalty-based compensation and career paths.
● MEASURE VALUE by tracking the behavior of customers, employees, and investors and quantifying its economic consequences.
●CREATE INTELLECTUAL CAPITAL by building a stable base of human assets- – people who study and learn from their failures.
● MAXIMIZE SHAREHOLDER VALUE by attracting and keeping the right shareholders.
● BUILD STRATEGIC ADVANTAGE by designing business systems on the principles of value, loyalty and partnership.
 
Therefore, Reichheld’s research demonstrates that loyalty drives profits in direct and quantifiable ways through its impact on growth, learning, and productivity. In addition, loyalty generates a spiritual energy that powers the value creation process that is at the heart of sustained business success. In many industries, loyalty explains the differences in profitability among competitors more effectively than scale, market share, unit costs, or most other factors usually associated with competitive advantage.
 
Besides, The Loyalty Effects will provide your company with an effective approach to sustained value creation and change the way you think about loyalty, profits and the nature of business. The author makes the powerful economic case for loyalty – and takes you through the numbers to prove it. His startling conclusions show how even a small improvement in customer retention can double up profit for your company.
 
Any leader who gives up on loyalty is flirting with career suicide. The Loyalty Effect shows why companies that ignore loyalty 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. 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.
 
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About the Author :

Frederick F. Reichheld is a director of Bain & Company, a leading strategy consulting firm headquartered in Boston with twenty-three offices worldwide. He is the leader of the firm’s worldwide Loyalty Practice, and his pioneering work in the area of customer, employee, and investor retention has quantified the linkage between loyalty and profits. This work forms the conceptual foundation for the practice, which helps clients achieve superior results through improvements in customer, employee, and investor selection and retention. Reichheld’s views have been quoted in Business Week and Fortune, and his recent publications include articles in Harvard Business Review and The Wall Street Journal. He is a frequent speaker to major business forums and groups of senior executives.

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