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Much has been written recently lamenting the loss of loyalty in all aspects of society. This loss seems magnified in the corporate world, where job change is often the only ticket for getting ahead and where companies regularly abandon communities and downsize longtime workers out of jobs. In White-Collar Blues, Charles Heckscher last year surveyed the state of middle-management loyalty and offered solutions for rebuilding loyalties. Now Reichheld, director at a strategy consulting firm with its own "loyalty practice," analyzes not only employee but also customer and investor loyalty and demonstrates the measurable results that strong loyalties have on corporate profits. Reichheld notes that traditional accounting systems do not show the "loyalty effect" and offers gauges that do. To make his case, he uses such companies as Lexus, John Deere, and Leo Burnett--the "loyalty royalty" --as examples. David Rouse
-- Dieser Text bezieht sich auf eine vergriffene oder nicht verfügbare Ausgabe dieses Titels.
Pressestimmen
"E-Loyalty: Your Secret Weapon on the Web," with Phil Shefter (July/August 2000) "Learning from Customer Defections," (March/April 1996) "Loyalty-Based Management," (March/April 1993) "Zero Defections: Quality Comes to Services," with Earl Sasser (September/October 1990)
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Einleitungssatz
"LOYALTY IS DEAD, the experts proclaim, and the statistics seem to bear them out." Lesen Sie die erste Seite
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
"LOYALTY IS DEAD, the experts proclaim, and the statistics seem to bear them out." Lesen Sie die erste Seite
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Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Stichwortverzeichnis | Rückseite
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Format:Gebundene Ausgabe
Frederick Reichheld masterfully shows the reader the subtle interactions between customer loyalty, employee loyalty and investor loyalty. The vast majority of companies do not know the cash value of loyalty because they rely on traditional accounting tools that do not give them a complete picture of costs and value attached to customers, employees and investors. Loyalty leaders, though they consider profitability important, do not pursue it as a short-term goal to be reached at any cost to please anyone interested in their financial performance. They deliver superior value to their customers, employees and investors by convincing them that loyalty performs at its best when it is mutually beneficial over time. The loyalty web that those firms spin is socially complex and thus likely to be costly to emulate. Competitors of loyalty leaders do not have a chance to achieve superior performance if they adopt a piecemeal approach to loyalty. Frederick Reichheld gives would-be loyalty leaders a framework to build loyalty's leader strategy and tools to measure their progress on the road to success. However, like the builders of Rome, loyalty leaders did not master their craft overnight.
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Format:Gebundene Ausgabe
Reichheld lays out both why loyalty matters, and why difficulty in measuring the impact of loyalty has made managers undervalue it in the past. He shows how loyal relationships with employees, suppliers, customers and investors all contribute to a company's long term success.
His insights are profound for anyone building a company. We have used his insights to build our business, and have benefited enormously from the viewpoints expressed in this book.
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The Loyalty Effect is a book that describes in plain english the forces that seem to be changing the face of modern business. The Loyalty-based system that is described showy why many modern businesses that should be flourishing are actually in decline. In addition, this book lays out much of the groundwork to discover the reason that the international marketplace is passing up goods manufactured in the USA. The Loyalty Effect provides insight into the problems of short term thinking from the financial world (destructive investment) and from within the company itself (management that is only thinking of the short tem profitabliity and employees that have no loyalty to the company or the customers). The examples given are excellent and demonstrate the accuracy of the ideas across a variety of industries. This book is a must read for any individual or group that wants to invest in the future.
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For those who think there is no such thing as loyalty!
For those who think loyalty cannot be attained by either your customers or your employees, think again. Lesen Sie weiter...
Veröffentlicht am 31. März 1999 von Jr Altfeld
Why Keeping Your Customers Happy Makes Good Business Sense
It is a well known fact, but almost impossible to document in most companies, that it is less expensive to keep customers than to find and acquire new ones. Lesen Sie weiter...
Am 30. März 1999 veröffentlicht
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... Lesen Sie weiter...
Veröffentlicht am 28. Januar 1999 von Donald Mitchell
A compelling book, and excellently written
This book makes a really compelling case for managing under the paradigm of loyalty underlying the foundation of every business. Lesen Sie weiter...
Veröffentlicht am 26. Dezember 1998 von Stefan Smalla (smalla@rcs.urz.tu-dresden.de)
The most valuable business book I've read in years!!!
The Loyalty Effect takes a long, detailed look at the economics of loyalty, providing concrete examples to support the conclusion that the goal of a business must be the creation... Lesen Sie weiter...
Veröffentlicht am 25. November 1998 von Jerome Jewell
A book that all people should read.
Whatever profession or business you are involved in this book is a must read! I will own and/or run my own business one day and I promise that it will be run on all the... Lesen Sie weiter...
Am 29. Oktober 1998 veröffentlicht
Excellent analytical overview to loyalty's importance
The book covers the process and hard benefits of building loyalty among 3 areas - customers, employees, and investors. Lesen Sie weiter...
Am 22. August 1998 veröffentlicht
One of those rare business books that presents facts
I must admit, I haven't read any other "leading loyalty" books so I don't know what I'm missing. However, I thought this book was excellent. Lesen Sie weiter...
Am 10. Juli 1998 veröffentlicht
Very insightful...yet somehow flawed
Reichheld's The Loyalty Effect is by far one of the most mediocre books on business loyalty that I have ever read. Lesen Sie weiter...
Am 14. Juni 1998 veröffentlicht
Why is something as vital as loyalty so hard to organise?
I am fascinated between the connections between my writings (eg Brand Chartering handbook) on branding which I define as the business process of continuously building value added... Lesen Sie weiter...
Am 24. Juli 1997 veröffentlicht
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