Reviews (7)

This book gave me a plan for designing customer retention
I heard Ms. Smith at a conference and bought her book to get more details on her 7 steps to designing an e-loyalty strategy.The book throughly explains her 7 steps with tons of examples, some of which were really funny (I love humor in a business book).I designed and implemented a customer retention program based on the book and our customer return rate has really soared.Both the customer communications and reward ideas were key in raising our page view and purchase rates.It's a great book for businesses with websites that aren't successful, or for anyone implementing a customer retention program online.

Remarkable light on the substance; disappointing purchase
I read a number of the reviews here and was quite excited to read this book when it came in the mail. Much to my chagrin, the material was very light and pretty much common sense.There were no great insights and a remarkable lack of specific examples.The author discusses her suggestions in generalities, but does not support those suggestions with specific examples forcing the reader to long for clarification on exactly what she is trying to recommend.All in all, a disappointing purchase.This book may have been great in 2000, but today is obsolete.

Reviews (3)

Chris Gassner, one of the reviewers is an a$$!
Chris Gassner does not know what he is talking about.I didn't read the book, nor do I plan to.But, if I was interested, I wouldn't now because this review shows that he liked it.If he liked it, it must be bad.

Customer Satisfaction Does Not Equal Customer Loyalty
As the author of CUSTOMER RETENTION, my purpose in writing the book was to present the mindset, plus measurement tools and metrics, needed to create customer loyalty.Customer loyalty is built on a solid foundation of perceived value, rather than satisfaction, or even delight.Satisfaction tends to represent a passive, reactive relationship with the customer, while retention and loyalty require more proaction, closer contact, and greater anticipation of customer needs. The book makes the case for this, and shows how to bring loyalty processes into any organization for greater sales and profit.

Customer Retention
Customer Retention, or Loyalty, should be at the forefront of every employee's mind. This book really brings out the reality of not keeping the customer's loyalty vs. earning their loyalty and retaining their business. If you are in a position that needs to create an atmosphere of "How can we make this customer come back time and time again, without thinking of another company?" then this is the book for you.

Don't take another minute without purchasing the book. If you do, your customer base will suffer.

Editorial Review

Reviews (21)

About the Book- From the publisher and editorial reviews
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value

FROM THE PUBLISHER
The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.

Author Biography: Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!. BACK COVER: "Deserves to become a business classic."

-Financial Times

"The Loyalty Effect put loyalty economics on the map."

-The New York Times

"The Loyalty Effect is . . . as close to a religious experience as one can get in the business realm."

-Sun-Sentinel

"[Reichheld's] message is simply this: The best, most profitable employers are those that inspire loyalty among three constituencies: customers, investors, and employees."

-Fortune

SYNOPSIS
In this reprint of a 1996 work, published with a new preface, business strategy consultant Reichheld outlines an approach to doing business that he calls loyalty-based management. Stressing the importance of building a loyal customer base, he argues that even a small improvement in customer retention can double a company's profits. He also shows the connections between customer, employee, and investor loyalty. He goes on to describe in detail the changes in compensation, organization, and strategy necessary for companies to build relationships worthy of loyalty. Annotation c. Book News, Inc., Portland, OR

FROM THE CRITICS
Fortune
Reichheld's message is simply this: The best, most profitable employers are those that inspire loyalty among three constituencies: customers, investors, and employees.

New York Times
The Loyalty Effect put loyalty economics on the map.

Financial Times
Deserves to become a business classic.

Sun-Sentinel
The Loyalty Effect is as close to a religious experience as one can get in the business realm.

Booknews
In this reprint of a 1996 work, published with a new preface, business strategy consultant Reichheld outlines an approach to doing business that he calls loyalty-based management. Stressing the importance of building a loyal customer base, he argues that even a small improvement in customer retention can double a company's profits. He also shows the connections between customer, employee, and investor loyalty. He goes on to describe in detail the changes in compensation, organization, and strategy necessary for companies to build relationships worthy of loyalty. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Superb
Simply the best business book I've read in years.An invaluable framework for long-term success.

Substantiating soft efforts for loyalty with hard figures
“Loyalty is dead” begins this classic about loyalty. But after you’ve read this book, you'll know that pursuing loyalty pays off. The authors show you many ways to measure the profit of loyalty. Not only is employee loyalty important but also the loyalty of customers and investors. The first step is to build up a set of values for your company. This core task can't be delegated; it must be done by CEOs themselves. Loyalty can't be managed; it must be earned. The book contains many examples of how large companies have done this. What I like most about this book are the hints for substantiating “soft” efforts for loyalty with “hard” figures. Most of the time the authors argue for a focus on the long term. Loyalty-based management is hard work. This is the right book to get you started.

Reviews (13)

If you market products/services to consumers you must read!
I first read Jill's book over a year ago after hearing her speak at a DMA event.Customer Loyalty is packed with simple, basic principles that cause us to remember what is important to us as consumers and subsequently as business owners.I urge those in our employ to read the book when looking to add value and/or long term "life time value" to any campaign.In discussing the book recently it caused me to review it again...her first hand knowledge and actual client case studies make Customer Loyalty, not only a great read, but a great teaching and training tool!

Griffin is a Customer Guru and Loyalty Leader
As the managing editor of CRMGuru.com, the largest online community of business professionals focusing on customer loyalty and related issues, my bookshelves are overflowing with review copies of books on CRM, loyalty, customer centricity and the like. Jill's book does not reside on these bookshelves. Her latest second edition sits next to my computer monitor, within easy reach. I use it frequently as one of my "customer loyalty bibles" when looking for case studies and working examples to weave into our numerous newsletters and online forum discussion board topics. Jill goes beyond information; she allows the reader to engross herself as a customer of the book. It is a win-win situation for all customers. A must read in my book! So much so that I list it in my suggested reading for students in my entrepreneurial classses that I teach on the college level.

Carol Parenzan Smalley
Managing Editor
CRMGuru.com

What an excellent customer loyalty resource!
If you are weary of your organization's poor service, unmet expectations, or lost customers; Jill Griffin's book is "must read"! She makes the prospect of keeping current and future customers satified an attainable reality.