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

Frederick F. Reichheld (Editor), Scott D. Cook (Introduction)

Book Description

Series: Harvard Business Review Book | Publication Date: November 1, 1996

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.

Editorial Reviews

From Booklist

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

Product Details

• Hardcover: 278 pages
• Publisher: Harvard Business Press (November 1, 1996)
• Language: English
• ISBN-10: 0875847455
• ISBN-13: 978-0875847450
• Product Dimensions: 9.5 x 6.4 x 1.1 inches
• Shipping Weight: 1.4 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #755,708 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 6 people found the following review helpful:

5.0 out of 5 stars THE WAY TO KEEP CUSTOMERS. READ THIS BOOK, February 18, 1998

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This review is from: The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book) (Hardcover)

This book is great. We read it in the management team in our company. It gave focus to our customer satisfaction strategy. It is easy to read, and the examples given are very appropiated.