The loyalty effect : the hidden force behind growth, profits and lasting value /
Reichheld, Frederick F.
The loyalty effect : the hidden force behind growth, profits and lasting value / Frederick F. Reichheld and Thomas Teal. - Boston : Harvard Business School Press, 1996. - xii, 322 p. ; 24 cm.
Includes bibliographical references (p. 311-314) and index.
Loyalty and value -- 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.
0875844480
Customer relations
Consumer satisfaction.
Job satisfaction
658.4
The loyalty effect : the hidden force behind growth, profits and lasting value / Frederick F. Reichheld and Thomas Teal. - Boston : Harvard Business School Press, 1996. - xii, 322 p. ; 24 cm.
Includes bibliographical references (p. 311-314) and index.
Loyalty and value -- 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.
0875844480
Customer relations
Consumer satisfaction.
Job satisfaction
658.4