The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
Author: Frederick F. Reichheld, Thomas Teal
List Price: $16.95
Our Price: Click to see the latest and low price
ISBN: 1578516870
Publisher: Harvard Business School Press (15 September, 2001)
Sales Rank: 1,855
Average Customer Rating: 4.7 out of 5
Customer Reviews
Rating: 5 out of 5
How to Capture the Most Benefit from Your Business
This is an outstanding book for explaining and exploring the economic value of keeping a customer. In explaining those benefits, it becomes clearer how important and affordable it is to keep customers. Unlike most business books, which seem to be written by people who cannot use numbers, this one quantifies its points. It also shows you how to do the same for your business. As such, it is a very practical and important resource for every company. I strongly urge you to read and apply these lessons to your business. In many companies, getting new customers is seen as the solution to virtually every problem. However, a lot of times companies have to get new customers because they have disappointed the old ones. You are better off to find out why you are losing customers, and do something about it. Otherwise, you will just spend a fortune to add new customers who will soon leave you for the same reasons. This book also explains a well-known investing phenomenon, that companies with high loyalty rates are great stocks to own (like Coca-Cola, Gillette, and so forth). Did Warren Buffett know this all along? I should mention that I am a management consultant, but have no connection to the firm that wrote this book.
Rating: 5 out of 5
A great, non-preachy business book
While many authors of business books seem to be really just selling their consulting services, Mr. Reicheld paints a picture of what businesses need to do to retain customers while adding VALUE to those customer relationships. Reicheld talks about his experience as a consultant, but I never felt he was trying to sell me on his services. The Loyalty Effect is a must read for anyone who is mystified at why their profits aren't as high as their competitors while everyone seems to have about equal margin.
Rating: 5 out of 5
Superb
Simply the best business book I've read in years. An invaluable framework for long-term success. Similar Products
The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value
Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
Loyalty Rules! How Leaders Build Lasting Relationships
Loyalty Rules: How Today's Leaders Build Lasting Relationships
Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition
Book Index