The Loyalty Effect by Frederick F. Reichheld
The Hidden Force Behind Growth, Profits, and Lasting Value

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Synopsis

U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. The Loyalty Effect reveals the secrets of successful companies which base their business strategies on loyal relationships. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits, and shows how great companies have used these principles to build loyal customers, loyal employees, and loyal owners.
 

About Frederick F. Reichheld

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Fred F. Reichheld is a director of Bain & Co., a consulting firm in Boston. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), The Ultimate Question: Driving Good Profits and True Growth (2006) and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (2011). Tove Jansson (1914--2001) was a Finnish novelist, painter, illustrator, and comic-strip author. She is best known as the creator of the Moomin children's stories, which have been published in thirty-five languages and adapted for theater, opera, film, radio, and television. She received the Hans Christian Andersen Medal in 1966, the Prize of the Swedish Academy in 1972, and the Pro Finlandia medal in 1976. "The Summer Book "is one of ten novels she wrote for adults. Kathryn Davis has received the Janet Heidinger Kafka Prize, the Morton Dauwen Zabel Award from the American Academy of Arts and Letters, and a Guggenheim Fellowship. She is the author of many novels, including "Labrador,"" The Girl Who Trod on a Loaf,"" Hell,"" The Walking Tour,"" The Thin Place,"" "and "Versailles. "In 2006 she received the Lannan Literary Award for Fiction. She teaches at Washington University in St. Louis and lives in Vermont. Thomas Teal is the translator many books, including "Sun City" by Tove Jansson and "Peasants and Masters" by Theodor Kallifatides.
 
Published January 1, 1996 by Harvard Business School Press. 323 pages
Genres: Business & Economics, Professional & Technical. Non-fiction

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Reichheld (The Loyalty Effect), director emeritus of Bain & Company, believes that companies today over-emphasize short-term profits at the expense of employees and customers.

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Publishers Weekly

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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.

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