The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

Business & Money

Reichheld, Frederick F.

Teal, Thomas

Management & Leadership

Harvard Business Review Press

U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. The Loyalty Effect reveals the secrets of successful companies which base their business strategies on loyal relationships. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits, and shows how great companies have used these principles to build loyal customers, loyal employees, and loyal owners.

In this provocative yet practical book, Fred Reichheld argues that loyalty provides the acid test for leadership in today's volatile business environment, and that most leaders deserve failing grades. In fact, the author is quick to highlight that less than half of today's employees believe their company deserves their loyalty. Reichheld's 1996 international bestseller, The Loyalty Effect, set out his theory and convincingly established the link between loyalty and bottom-line profits. In Loyalty Rules!, he moves from theory to practice, using vivid stories from many of today's most successful companies to illustrate how superior leaders create networks of mutually beneficial, trust-inspiring partnerships between customers, employees, suppliers, and investors. Reichheld's research demonstrates that effective leaders build relationships upon six bedrock principles of loyalty: Play to win/win: profiting at the expense of partners is a short cut to a dead end; Be picky: membership is a privilege; Keep it simple: complexity is the enemy of speed and flexibility; Reward the right results: worthy partners deserve worthy goals; Listen hard and talk straight: long-term relationships require honest, two-way communication and learning; and Preach what you practice: actions often speak louder than words but together, they are unbeatable.

Loyalty Rules! How Leaders Build Lasting Relationships

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.

The Loyalty Effect : The Hidden Force Behind Growth, Profits, & Lasting Value

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.

Biography & History

La pregunta decisiva

Deusto

See the best price to sell, buy, or rent books by Reichheld, Frederick F.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Reichheld, Frederick F.

See the best price to sell, buy, or rent books by Reichheld, Frederick F.. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

Loyalty Rules! How Leaders Build Lasting Relationships

The Loyalty Effect : The Hidden Force Behind Growth, Profits, & Lasting Value

The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

La pregunta decisiva