The loyalty effect
| Titel: | The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld |
|---|---|
| Verfasser: | |
| Veröffentlicht: | Boston, Mass. : Harvard Business School Press, 1996 |
| Umfang: | XII, 323 S. |
| Format: | E-Book |
| Sprache: | Englisch |
| RVK-Notation: | Vorliegende Ausgabe: | Online-Ausg.: 1999. - Online-Ressource. |
| ISBN: | 0585056420 (Sekundärausgabe) |
| Hinweise zum Inhalt: |
Inhaltsbeschreibung der Sammlung und Zugangshinweise
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X
- Preface to the Paperback Edition: Loyalty in the Twenty-First Century
- p. ix
- Preface
- p. xiii
- 1.
- Loyalty and Value
- p. 1
- 2.
- The Economics of Customer Loyalty
- p. 33
- 3.
- The Right Customers
- p. 63
- 4.
- The Right Employees
- p. 91
- 5.
- Productivity
- p. 117
- 6.
- The Right Investors
- p. 153
- 7.
- In Search of Failure
- p. 185
- 8.
- The Right Measures
- p. 217
- 9.
- Transforming the Value Proposition
- p. 255
- 10.
- Partnerships for Change
- p. 279
- 11.
- Getting Started: The Path Toward Zero Defections
- p. 301
- Notes
- p. 311
- Index
- p. 315
- About the Author
- p. 323
