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The Ultimate Question 2.0

How Net Promoter Companies Thrive in a Customer-driven World

By: Frederick F. Reichheld,Rob Markey

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The Ultimate Question 2.0

How Net Promoter Companies Thrive in a Customer-driven World

By: Frederick F. Reichheld,Rob Markey

Based on extensive research, this book shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

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Page Count

304

Publisher

Harvard Business Press

Published Date

ISBN 10

1422173356

ISBN 13

9781422173350

Loyalty Rules!

How Today's Leaders Build Lasting Relationships

By: Frederick F. Reichheld

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Loyalty Rules!

How Today's Leaders Build Lasting Relationships

By: Frederick F. Reichheld

Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.

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Page Count

248

Publisher

Harvard Business Press

Published Date

ISBN 10

1578512050

ISBN 13

9781578512058

Business 2010

Five Forces that Will Reshape Business-- and how to Make Them Work for You

By: Frederick G. Harmon

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Business 2010

Five Forces that Will Reshape Business-- and how to Make Them Work for You

By: Frederick G. Harmon

Fred Harmon clearly describes how global and societal trends will affect companies in the next decade.

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Page Count

368

Published Date

ISBN 10

0938721844

ISBN 13

9780938721840

The Loyalty Effect

The Hidden Force Behind Growth, Profits, and Lasting Value

By: Frederick F. Reichheld,Thomas Teal

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The Loyalty Effect

The Hidden Force Behind Growth, Profits, and Lasting Value

By: Frederick F. Reichheld,Thomas Teal

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!.

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Page Count

323

Publisher

Harvard Business Review Press

Published Date

ISBN 10

1578516870

ISBN 13

9781578516872