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- Putting the Service-Profit Chain to Work
- What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
- Articles 2008-07-18
Additional Resources
- Win/Win Proposition: author and consultant Frederick Reichheld says that building bonds of loyalty with customers and employees is the surest path to success. (Profiles in Success).(Brief Article)
- Nope, those four eager pooches on the cover of "Loyalty Rules!" (Harvard Business School Press, 2001) aren't there to symbolize the crux of Frederick F. Reichheld's book. Just the opposite! "Loyalty isn't founded on blind commitment, like dogs. Most people...
- Research articles 2002-09-01
- Preeminent Loyalty Guru and Creator of Net Promoter® Score Fred Reichheld Named as "2007 Influential Leader"
- NEW YORK -- Fred Reichheld, Bain & Company Fellow, creator of the Net Promoter[R] Score, and author of the best-selling loyalty trilogy The Loyalty Effect, Loyalty Rules! and The Ultimate Question, has been recognized by CRM magazine, a leading customer relationship management trade publication, as one of six 2007 Influential...
- Research articles 2007-10-23
- Are your front-line workers undermining customer loyalty? (Customer Loyalty).(Brief Article)
- Employee loyalty is not just a virtue - it's the key to profitable growth, and directly tied to customer loyalty. That's the finding of new Bain & Company research and a book by Bain & Company Fellow, Frederick Reichheld. Reichheld, a...
- Research articles 2002-01-01
- Loyalty Rules! How Leaders Build Lasting Relationships in the Digital Age
- Loyalty Rules! How Leaders Build Lasting Relationships in the Digital Age, by Frederick Reichheld, coos, Harvard Business School Press, 304 pages, $27.50.This book is the latest title by Frederick Reichheld, a widely published loyalty expert. Reichheld argues that retaining customer and employee loyalties is even more critical for companies during...
- Research articles 2002-03-08
- Transforming Corner-Office Strategy into Frontline Action
- Southwest Airlines keeps soaring. Its stock price rose a compounded 21,000% between 1972 and 1992 and leapt 300% between 1995 and 2000. Why does Southwest succeed while so many other airlines fail? Because it sticks...
- Articles 2008-08-08
- The Ultimate Question: How to Measure & Build Customer Loyalty
- "Companies that achieve long-term profitable growth have Net Promoter Scores NPS two times higher than the average company." —Bain and Company Businesses around the world are beginning to recognize the impact of customer loyalty on profitable growth. Yet, despite the central role that service and support...
- Webcasts 2009-04-17
- Improving Customer Loyalty
- Retaining customer loyalty is vital to the long-term success and profitability of your business. With industry consolidation, increasing competition, and changes in the marketplace, you need to work harder than ever to maintain a strong customer base. Improving customer loyalty is an essential element in customer retention. What You...
- Articles 2007-10-10
- Making Existing Customers More Profitable
- Increasing customer profitability can be tricky. Many companies offer customers discounts or free services to win or retain business. But if they find that the cost of providing those services or discounts exceeds customer profitability, the company has to make a difficult decision between cutting costs or losing customers. Using...
- Articles 2007-11-26
- The Hidden Costs of Layoffs
- Think downsizing will solve your company's financial woes? These harsh realities may make you think twice. 1. Significant indirect costs often wipe out the direct savings of layoffs. While layoffs may seem like a good way to...
- Articles 2008-06-23
- ADVISORY/StockPower And Bain & Co. To Host an Executive Breakfast; Featured Guests Geoffery A. Moore and Fredrick F. Reichheld discuss Internet Loyalty
- News & Assignment Editors/High Tech Writers
- Research articles 2000-05-23
- [0] ADVISORY/StockPower And Bain & Co. To Host an Executive Breakfast; Featured Guests Geoffery A. Moore and Fredrick F. Reichheld discuss Internet Loyalty
- News & Assignment Editors/High Tech Writers
- Research articles 2000-05-23
- Perfect Your Customer Surveys
- The Find: You need to know what your customers think of your product, but that doesn't mean getting this information with a survey is easy; in fact, one expert likens interpreting survey results to reading chicken entrails, but he also offers suggestions to get the most out of...
- Blog posts 2008-10-08
- Fred Reichheld Joins Satmetrix Systems Board of Directors
- Business Editors/High-Tech Writers NOTE TO MEDIA: Photo is available in a Smart News ReleaseTM on Business Wire's Home Page at www.businesswire.com and at www.newstream.com MOUNTAIN VIEW, Calif.--BUSINESS WIRE--Feb. 27, 2001 Business Loyalty Expert to Provide Research Leadership Advancing the Linkage Between Employee and Customer...
- Research articles 2002-02-27
- Get ready for 2003 Associations. (Briefly).
- Get ready for 2003 Associations: digitalNow, an ASAE Signature Event, February 27-March 1 at Disney's Yacht and Beach Club Resorts, Lake Buena Vista, Florida. Sponsored by Fusion Productions and Disney Institute, the conference will feature four keynote speakers: Frederick Reichheld, a leading consultant on loyalty practices...
- Research articles 2002-10-01
- Investors Capital Corporation Utilizes Net Promoter Score (NPS) to Deliver Premier Service to Financial Advisors
- LYNNFIELD, Mass. -- On a scale of 1 to 10, how likely are you to recommend Investors Capital to a friend or colleague? That question, sans the Investors Capital...
- Research articles 2009-05-19
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