The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book Series,)

This collection of articles and interviews from the "Harvard Business Review", should help business leaders understand, integrate and manage the various dimensions of loyalty in their compaines. The book also features contributions from authors such as Hamel, Prahalad, Porter, Handy and Drucker. It demonstrates a need for understanding loyalty from customers, investors, employees and strategists. 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. 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. Edited With An Introduction By Frederick F. Reichheld ; Foreword By Scott D. Cook. Includes Index. 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