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

by Harvard Business School Press

The Loyalty Effect will demonstrate the power of loyalty-based management as a welcome and highly profitable alternative to the economics of perpetual churn. It will debunk the pervasive myth about the death of loyalty and provide managers with an effective approach to sustained value creation. It will change the way companies think about loyalty, profits, and the nature of business. In The Loyalty Effects, Reichheld reveals the secrets of successful companies that base their business strategies on loyal relationships. He analyzes traditional accounting-that drive long-term business success. His startling conclusions show how even a small improvement in customer retention can sometimes double profits.

Hardcover

Published January 1, 1996