- Taschenbuch: 352 Seiten
- Verlag: Harvard Business Review Press; Auflage: New ed (1. September 2001)
- Sprache: Englisch
- ISBN-10: 1578516870
- ISBN-13: 978-1578516872
- Größe und/oder Gewicht: 15,6 x 2,5 x 23,5 cm
- Durchschnittliche Kundenbewertung: 14 Kundenrezensionen
- Amazon Bestseller-Rang: Nr. 174.955 in Fremdsprachige Bücher (Siehe Top 100 in Fremdsprachige Bücher)
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The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Englisch) Taschenbuch – 1. September 2001
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"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)
Loyalty is by no means dead. In fact the principles of loyalty ...are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion. From "The Loyalty Effect". 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. Fred Reichheld is a Director Emeritus of Bain and Company and a Bain Fellow.He is also the author of "Loyalty Rules!". Alle Produktbeschreibungen
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Reichheld takes that which many of us hold as "intuitively correct" and adds substance to our intuition. By translating loyalty into the language of accounting and finance, for example, he proves over and over again, that loyalty is a pre-requisitie for proitability. He doesn't argue against profitability...he merely clarifies the order of priorities for management.
I'm a former IBMer and I now run my own management consulting firm. Reichheld's firm is in fact a competitor, and yet I strongly recommend this book to any decision-maker who is interested in breaking through the fluff and securing real-world advice regarding specifc ways to sustain the health of any company.
Rather than reading the "visionaries", the turnaround specialists and the various and assorted geniuses read this. Reichheld, offers a straightforward summary of empirical evidence that correlates high retention rates (of customers and employees) with long-term profitability. While many other authors seem to be pushing their own agendas (and egos), Reichheld is summarizing the collective experience of numerous companies around the world.
Read this book. It will guide you to better business performance whether you're in marketing, finance, engineering, operations, HR or window-cleaning. If you're tired of losing customers and employees, this book may help save your butt! (if you're patient and willing to ask some difficult questions).
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