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The Quest for Loyalty: Creating Value Through Partnerships (Harvard Business Review Book) Hardcover – November 1, 1996


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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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Product Details

  • Series: Harvard Business Review Book
  • Hardcover: 278 pages
  • Publisher: Harvard Business Review Press (November 1, 1996)
  • Language: English
  • ISBN-10: 0875847455
  • ISBN-13: 978-0875847450
  • Product Dimensions: 5.9 x 1.1 x 9.4 inches
  • Shipping Weight: 1.4 pounds
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Best Sellers Rank: #4,077,035 in Books (See Top 100 in Books)

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4 of 6 people found the following review helpful By jrother@vnet.ibm.com on February 18, 1998
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.
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Collection of essays from the leader in modern loyalty research from the early 90s. Probably best seen as a supplement to his major work, The Loyalty Effect. There is also an HBR article that summarises his argument. The examples will be dated but the case remains strong
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