The loyalty effect : the hidden force behind growth, profits, and lasting value
In showing how loyalty-based management leads to the creation of value, this book reveals the secrets of Bain and Company's strategy for retaining loyal customers, employees and investors. It also demonstrates the economic effect of customer, shareholder and employee loyalty.
Print Book, English, ©1996
Harvard Business School Press, Boston, Mass., ©1996
xii, 323 pages : illustrations ; 24 cm
9780875844480, 0875844480
423452958
The virtues and value of loyalty; the economics of customer loyalty; the right customers; the right employees; productivity; the right investors; in search of failure; the right measures; transforming the value proposition; partnerships for change; getting started - the path toward zero defections.