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- catalog abstract "In his bestselling book, The Loyalty Effect, Fred Reichheld made the definitive case for the economic value of loyalty in business. Now he deepens and enriches that picture with a collection of 14 articles and interviews on the same subject from the Harvard Business Review. Here, some of the world's preeminent business leaders and thinkers present their original views on various key aspects of customer, employee, and investor loyalty and on the assumptions and strategies. That underlie loyalty-based success.".
- catalog contributor b10085366.
- catalog created "c1996.".
- catalog date "1996".
- catalog date "c1996.".
- catalog dateCopyrighted "c1996.".
- catalog description "In his bestselling book, The Loyalty Effect, Fred Reichheld made the definitive case for the economic value of loyalty in business. Now he deepens and enriches that picture with a collection of 14 articles and interviews on the same subject from the Harvard Business Review. Here, some of the world's preeminent business leaders and thinkers present their original views on various key aspects of customer, employee, and investor loyalty and on the assumptions and strategies.".
- catalog description "Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C.K. Prahalad -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- Power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Zero defections: quality comes to services / Frederick F Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: and interview with British Airways' Sir Colin Marshall / Frederick F Reichheld -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers, and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld.".
- catalog description "That underlie loyalty-based success.".
- catalog extent "xxvi, 278 p. :".
- catalog identifier "0875847455 (alk. paper)".
- catalog isPartOf "A Harvard business review book".
- catalog isPartOf "Harvard business review book series".
- catalog issued "1996".
- catalog issued "c1996.".
- catalog language "eng".
- catalog publisher "Boston, MA : Harvard Business School Press,".
- catalog subject "658.8/12 20".
- catalog subject "Corporations Investor relations.".
- catalog subject "Customer relations.".
- catalog subject "Employee loyalty.".
- catalog subject "HF5415.5 .Q47 1996".
- catalog subject "Loyalty.".
- catalog tableOfContents "Loyalty-based management / Frederick F. Reichheld -- Competing for the future / Gary Hamel and C.K. Prahalad -- Trust and the virtual organization / Charles Handy -- Service comes first: an interview with USAA's Robert F. McDermott / Thomas Teal -- Power of predictability / Howard H. Stevenson and Mihnea C. Moldoveanu -- Capital disadvantage: America's failing capital investment system / Michael E. Porter -- Reckoning with the pension fund revolution / Peter F. Drucker -- Zero defections: quality comes to services / Frederick F Reichheld and W. Earl Sasser, Jr. -- Why satisfied customers defect / Thomas O. Jones and W. Earl Sasser, Jr. -- Competing on customer service: and interview with British Airways' Sir Colin Marshall / Frederick F Reichheld -- Championing the customer / Charles R. Weiser -- Do rewards really create loyalty? / Louise O'Brien and Charles Jones -- Do you want to keep your customers forever? / B. Joseph Pine II, Don Peppers, and Martha Rogers -- Learning from customer defections / Frederick F. Reichheld.".
- catalog title "The quest for loyalty : creating value through partnership / edited with an introduction by Frederick F. Reichheld ; foreword by Scott D. Cook.".
- catalog type "text".