Turbulent times
Legal Week  1/9/2003
by Nick Sinfield
There is the powerful work conducted by Bain & Co over several years into the impact of loyalty on business performance - written up as The Loyalty Effect by Frederick Reichheld who led that part of the Bain practice.


September 2001

Value loyalty highly, firms told
National Post 9/19/2001
by Sherwood Ross
In his just published Loyalty Rules!, Mr. Reichheld writes, "Building loyalty has in fact become the acid test of leadership," but "fewer than half of all employees now consider their employer to be worthy of loyalty." Only 45% of them agreed with the statement, "I believe my organization deserves my loyalty." Mr. Reichheld's findings were based on a survey he made this year of more than 2,000 American and Canadian employees and managers.

Loyalty Rules!: How Today's Leaders Build Lasting Relationships: Recommended Reading
The CEO Refresher 9/10/2001
by Frederick F. Reichheld has a followup to his 1996 bestseller, The Loyalty Effect
Frederick F. Reichheld has a followup to his 1996 bestseller, The Loyalty Effect, moving from theory to practice, using vivid stories from a wide range of top companies to illustrate how successful leaders create networks of mutually beneficial, trust-inspiring partnerships between customers, employees, suppliers, and investors.
Go to The CEO Refresher 


July 2001

Working towards 'top box quality'
Business Times (Malaysia)  7/9/2001
by Ron Kaufman
What is customer loyalty? Is it having happy customers? Or happy customers who come back? Or happy customers who come back and also tell their friends? Or happy customers who come back, thell their friends and also tell you how you can improve even more? The answer....Yes. Fred Reichheld's book, "The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value is suggested as a good book on the topic of Building Customer Loyalty.

Loyalty Rules! How Today's Leaders Build Lasting Relationships
Harvard Business School Press 7/1/2001
If You Think No Company Is Worthy of Loyalty, Think Again.
A New Book by the World's Leading Loyalty Expert Reveals Firms Prosper by Treating Employees and Customers Right
In a revolutionary new book, leading expert Fred Reichheld, author of the 1996 best-seller The Loyalty Effect, argues that loyalty is far from dead. He unveils new research that convincingly proves that the more volatility, choice, and change the economy serves up-the more vital a role loyalty plays in building the relationships that are so necessary to success in all aspects of life.
(subscription required)


January 1998

The Economics of Loyalty
ExecSolutions, SAS Institute, Inc. 1/1/1998
by Frederick F. Reichheld
Whether you're a business owner, a top executive, or a rising professional, the statistics are frightening: In a typical company, customers are defecting at the rate of 10 to 30 percent per year. Employee turnover rates are averaging 15 to 25 percent per year. Annual investor churn now exceeds 50 percent per year. What are we doing wrong? According to Frederick Reichheld, the business world has given up on loyalty. The bestselling author of The Loyalty Effect, Reichheld believes in the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. During a recent visit to SAS Institute's world headquarters in Cary, North Carolina, Reichheld spoke with ExecSolutions.
(subscription required)