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020			_a9781578516872
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082	0	4	_a658.4 _bR351L 1996
100	1		_964612 _aReichheld, Frederick F, _eautor
245	1	4	_aThe loyalty effect : _bthe hidden force behind growth, profits, and lasting value / _cFrederick F. Reichheld with Thomas Teal.
264	3	1	_aBoston, Mass. : _bHarvard Business School Press, _cc1996.
300			_axii, 323 páginas : _bilustraciones
336			_atexto _btxt _2rdacontent
337			_ano mediado _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
504			_aIncluye bibliografía.
505	0		_aLoyalty and Value -- The Economics of Customer Loyalty -- The Right Customers -- The Right Employees -- Productivity -- The Right Investors -- In Search of Failure -- The Right Measures -- Transforming the Value Proposition -- Partnerships for Change -- Getting Started: The Path Toward Zero Defections.
520	3		_a´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. This book shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy.´ ´In The Loyalty Effect Fred Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He lays out the principles that connect value creation, loyalty, growth, and profits and shows how great companies like State Farm, Toyota/Lexus, MBNA, John Deere, and the Leo Burnett advertising agency have used these principles to build unassailable franchises of loyal customers, loyal employees, and loyal owners. He describes the key business philosophies that underlie the remarkable results of these loyalty leaders.´ ´The Loyalty Effect will provide your company with an effective approach to sustained value creation and change the way you think about loyalty, profits, and the nature of business. Reichheld makes the powerful economic case for loyalty - and takes you through the numbers to prove it. His startling conclusions show how even a small improvement in customer retention can double profits for your company.´--BOOK JACKET.
650	1	4	_972754 _aRelaciones con los clientes.
650	1	4	_962599 _aSatisfacción del cliente.
650	1	4	_926140 _aSatisfacción en el trabajo.
700	1		_9285563 _aTeal, Thomas, _d1937- . _eautor
856			_a_ _yTabla de contenido _uhttp://lcweb.loc.gov/catdir/toc/95039972.html
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