The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Paperback)

From Publishers Weekly

Reichheld, a director of Bain & Co., a strategy consulting firm in Boston, takes an old-fashioned concept?loyalty?and shows its relevance to customer retention and long-term profit growth. His position seems obvious, but its import has been lost amid the rapid turnover in the current business climate. He notes that major companies replace half their customers in five years, half their employees in four and a half and their investors in less than one. To cou (more…)

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Tags: Behind, Effect, Force, Growth, Hidden, Lasting, Loyalty, Paperback, Profits, Value