The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book) - Hardcover

 
9780875847450: The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book)
Hardcover
ISBN 10: 0875847455 ISBN 13: 9780875847450
Publisher: Harvard Business Review Press, 1996

Synopsis

Essays consider customer loyalty and the need for businesses to add evaluations, valuable services, and an understanding of what each customer means in dollars and cents

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Reviews

As U.S. consumers are turning inward to rediscover spiritual values, major U.S. corporations seem to be undertaking a similar journey in quest of old-fashioned virtues. Banished to a production process is the once-golden concept of reengineering; in its place stand the issues of loyalty and, yes, trust, both within and without the organization. Consultant Reichheld edits a distinguished collection of well-considered essays by some of the world's best business thinkers. Philosopher Charles Handy, for instance, speaks simply yet elegantly of trust, pulling case histories from both homespun and sophisticated business lives. Sir Colin Marshall, CEO of British Airways, explains in interview format exactly why his airline, alone among all the competition, enjoys profits year after year. Accepting customer loyalty blindly is no longer enough, most agree; what must be added are intelligent evaluations, valuable services, and an organization-wide understanding of what each customer means in dollars and cents and in impact. Barbara Jacobs

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Publisher
Harvard Business Review Press
Publication date
1996
Language
English
ISBN 10 
0875847455
ISBN 13 
9780875847450
Binding
Hardcover
Number of pages
278
Editor
Reichheld Frederick F.