The Loyalty Effect

Author: Frederick F. Reichheld
Editor: Harvard Business Press
ISBN: 9780875844480
Size: 13,43 MB
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Argues that consumer and employee loyalty are key to success, and discusses how to obtain and preserve loyalty

The Loyalty Effect

Author: Frederick F. Reichheld
Editor: Harvard Business Press
ISBN: 9781578516872
Size: 11,47 MB
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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 & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

Loyalty Rules

Author: Frederick F. Reichheld
Editor: Harvard Business Press
ISBN: 9781578512058
Size: 14,60 MB
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Building Loyalty: The Acid Test of Leadership Fewer than half of today's employees believe that their companies deserve their loyalty. Web-empowered customers now defect more easily and more quickly than ever. Has loyalty become an outdated notion in today's marketplace? Fred Reichheld, author of the bestselling book The Loyalty Effect, argues that loyalty is still the fuel that drives financial success-even, and perhaps especially, in today's volatile, high-speed economy-but that most organizations are running on empty. Why? Because leaders too often confuse profits with purpose, taking the low road to short-term gains at the expense of employees, customers, and ultimately, investors. In a business environment that thrives on networks of mutually beneficial relationships, says Reichheld, it is the ability to build strong bonds of loyalty-not short-term profits-that has become the "acid test" of leadership. Based on extensive research into companies from online start-ups to established institutions-including Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems, Dell Computer, Intuit, and more-Reichheld reveals six bedrock principles of loyalty upon which leaders build enduring enterprises. Underscoring that success requires both understanding and measuring loyalty, he couples each principle with straightforward actions that drive measurement systems, compensation, organization, and strategy: Play to win/win: never profit at the expense of partners. Be picky: membership must be a privilege. Keep it simple: reduce complexity for speed and flexibility. Reward the right results: worthy partners deserve worthy goals. Listen hard and talk straight: insist on honest, two-way communication and learning. Preach what you practice: explain your principles, then live by them. Vivid case studies illustrate the consequences of building or ignoring loyalty, and a rigorous Loyalty Acid Test (www.loyaltyrules.com) enables leaders to benchmark their loyalty practices against competitors. Providing tools for implementing the timeless principles of loyalty in a volatile economy, Loyalty Rules! is a practical guidebook for taking the high road in business-the only road that leads to lasting success. Fred Reichheld is a Director Emeritus of Bain Company and a Bain Fellow. He is the author of The Loyalty Effect as well as of influential articles in Harvard Business Review and the Wall Street Journal. His work has been featured in leading publications including the New York Times, Business Week, the Financial Times, and The Economist.

Customer Loyalty In Third Party Logistics Relationships

Author: David L. Cahill
Editor: Springer Science & Business Media
ISBN: 3790819042
Size: 19,40 MB
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To manage an effective customer loyalty program, third party logistics service providers (3PLs) must understand the determining factors, as well as cultural background on loyalty. This book develops a model of customer loyalty, which is then validated using empirical data from nearly 800 logistics managers in Germany and the USA. The author reviews the effects of different relational factors on the model, and explores relevant German-US cultural differences.

How Loyalty Effect Consumer Credit Risk

Author: Aditya Galih Prihartono
Editor: LAP Lambert Academic Publishing
ISBN: 9783659136320
Size: 19,21 MB
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How Loyalty Effect Consumer Credit Risk? There were many earlier studies regarding loyalty concept and its relationship to the level of sales, financial performance and market share in banking and consumer credit industry. However, there has not been a study that specifically link between loyalty to credit risk, one of the most important factors in consumer credit portfolio performance measurement. The purpose of this study was to further test, how loyalty effect consumer credit risk? A loyal customer with financial stress, will they still make a payment and perform a better payment pattern then the less loyal one? What can be done to improve loyalty from customer's demography perspective and thus improve profitability ? Those questions will be the main topic to be answered with simple approach through Path Analysis, Multiple Regression, K-means Algorithm and ANOVA. All questions were solved with significant evidence.

Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction

Author: Shahrukh Salman
Editor: Anchor Academic Publishing
ISBN: 3960671873
Size: 14,47 MB
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The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.

Customer Loyalty

Author: S. Robinson
Editor: Springer
ISBN: 0230513034
Size: 20,57 MB
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The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

Satisfaction A Behavioral Perspective On The Consumer

Author: Richard L. Oliver
Editor: Routledge
ISBN: 1317460219
Size: 15,84 MB
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Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Customer Loyalty Programmes And Clubs

Author: Stephan A. Butscher
Editor: Gower Publishing, Ltd.
ISBN: 9780566084515
Size: 16,69 MB
Format: PDF
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For any company, large or small, the most effective protection against competition is long-term customer loyalty. Stephan Butscher's step-by-step guide explains how the key to customer loyalty lies in identifying and offering your customers the right combination of financial and non-financial benefits.

Proceedings Of The 2009 Academy Of Marketing Science Ams Annual Conference

Author: Leroy Robinson, Jr.
Editor: Springer
ISBN: 3319108646
Size: 12,13 MB
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​Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2009 Academy of Marketing Science (AMS) Annual Conference held in Baltimore, Maryland.​