The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand [Hardcover]

Dianne Michonski Durkin (Author)

Book Description

ISBN-10: 0814408176 | ISBN-13: 978-0814408179 | Publication Date: April 22, 2005

Build company loyalty from the inside out. Though it may not be obvious, customer satisfaction and brand loyalty are directly connected to the passion and energy of an organization's employees. In "The Loyalty Advantage", readers will learn how to create a loyalty-driven company and how to direct company culture and leadership to develop widespread employee enthusiasm. The book demonstrates how in-house dedication to employees translates naturally into superior customer service, which then creates brand loyalty. Filled with practical tips and proven strategies, the book shows readers how to: create an environment that inspires passion for the brand and company loyalty; encourage employees to help craft and become invested in the company's vision and values; and, translates organizational values into superior products, customer service, and corporate profits. Using proven methods, "The Loyalty Advantage" shows how to create allegiance and translate it into bottom-line results.

Editorial Reviews

Book Description

"Though it may not be obvious, customer satisfaction and brand loyalty are directly connected to the passion and energy of an organization's employees. In The Loyalty Advantage, readers will learn how to create a loyalty-driven company and how to direct company culture and leadership to develop widespread employee enthusiasm. The book demonstrates how in-house dedication to employees translates naturally into superior customer service, which then creates brand loyalty.

Filled with practical tips and proven strategies, the book shows readers how to:

* create an environment that inspires passion for the brand and company loyalty

* encourage employees to help craft and become invested in the company's vision and values

* translate organizational values into superior products, customer service, and corporate profits

Using proven methods, The Loyalty Advantage shows how to create allegiance and translate it into bottom-line results."

About the Author

Dianne Michonski Durkin (Portsmouth, NH) is the president and founder of The Loyalty Factor, LLC, a New Hampshire-based training and consulting firm specializing in loyalty whose clients include IBM Lotus, Kodak, Honeywell, Monster.com, and others.

Product Details

• Reading level: Ages 17 and up
  
• Hardcover: 240 pages
• Publisher: AMACOM (April 22, 2005)
• Language: English
• ISBN-10: 0814408176
• ISBN-13: 978-0814408179
• Product Dimensions: 9.1 x 6.3 x 1.1 inches
• Shipping Weight: 1 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #2,635,531 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

5 of 6 people found the following review helpful:

5.0 out of 5 stars The Loyalty Advantage, April 7, 2005

By 

Gene G. Gabus - See all my reviews
(REAL NAME)   

This review is from: The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand (Hardcover)

Bought the book "Loyalty Advantage" on Monday and finished it on Wednesday. This is a must read for owners that are concerned with employee turn over. I bought a second book for a friend that works for a major corporation, which should be a must read for them. Treating everyone with respect and honesty is a must. Great book which I had it 25 years ago to have my managers read it.

4 of 5 people found the following review helpful:

5.0 out of 5 stars Excellent Resource - A MUST READ!, May 6, 2005

By 

C. Barnard (Dover, NH) - See all my reviews
(REAL NAME)   

This review is from: The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand (Hardcover)

The Loyalty Advantage is an excellent resource for any company or individual looking to learn more about the value of loyalty in the business world. This book outlines the five essential steps to building the loyalty advantage process in order to create an environment that increases employee loyalty and customer loyalty, which then builds brand loyalty.

This book contains clear examples and captivating case studies from some of the most admired companies in America including Best Buy, Tiffany, Southwest Airlines and Whole Foods. With the most powerful form of marketing being positive word of mouth - who wouldn't want to increase the loyalty within their company? This book is a quick and easy MUST - READ! Fabulous advice!

5.0 out of 5 stars Loyalty and The Loyalty Advantage are Invaluable, May 7, 2005

By 

Jackie Herskovitz (Boston, MA) - See all my reviews
(REAL NAME)   

This review is from: The Loyalty Advantage: Essential Steps to Energize Your Company, Your Customers, Your Brand (Hardcover)

What is most amazing about The Loyalty Advantage is that through detailed explanations, real case studies, and recent examples from companies of all sizes, author Dianne Durkin shows readers that loyalty truly matters in business and that it can be obtained.

Readers gain insights into the workings of some of the most well branded companies in the nation, and learn how and why these brands have come to be household names. The Loyalty Advantage shows that how we each treat each other, from CEO to secretary to part-time sanitation engineer, really does matter and it is quantifiable in the companies' profitability. You reap what you sew.

The Loyalty Advantage gives a great overview of how branding came to be such an important force in American business. The first part of the book is incredibly enlightening and interesting in its explanation of loyalty's evolution within our social and business cultures. The book shows that the meaning of and concern for loyalty is different according to the generations. This is important to anyone who manages people of different ages.

Finally, as a small business owner, what I found most valuable about The Loyalty Advantage is that the book showed how companies turned problems into successes and gave step by step explanations that I can relate to my own business. I am going to test The Loyalty Advantage's 12-step brainstorming session and it's five-step crisis management plan in my company immediately.

Anyone who runs a business, manages employees, or works with clients or customers needs to read The Loyalty Advantage.