THE LOYALTY EFFECT. THE HIDDEN FORCE BEHIND GROWTH, PROFITS AND LASTIN REICHHELD F.F. Księgarnia

In this paperback edition of the acclaimed book The Loyalty Effect, Reichheld reveals the secrets of successful companies that base their business strategies on loyal relationships. With concrete advice that has stood the test of time, he analyzes the true economics that drive long-term business success, and his startling conclusions show how even a small improvement in customer retention can sometimes double profits. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits and shows how great companies like State Farm, Toyota/Lexus, MBNA, John Deere, and the Leo Burnett advertising agency have used these principles to build unassailable franchises of loyal customers, loyal employees, and loyal owners. He describes the fundamental business philosophies that underlie the remarkable results of these loyalty leaders.

Subject(s):

Cost benefit analysis

Customer relations

Customer retention

Customer service

Employee morale

Employee retention

Human resources management

Incentives

Job satisfaction

Labor relations

Loyalty

Managerial economics

Quality control

Service management

322 pages

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