haku: @author Reichheld, F. F. / yhteensä: 5
viite: 3 / 5
| Tekijä: | Reichheld, F. F. |
| Otsikko: | Loyalty-based management |
| Lehti: | Harvard Business Review
1993 : MAR-APR, VOL. 71, p.64-73 |
| Asiasana: | MANAGEMENT LOYALTY MEASUREMENT |
| Kieli: | eng |
| Tiivistelmä: | Examining the experience of successful companies, such as MBNA, USAA, Honda, State Farm and others, the author stresses that creating a loyalty-based system in any company requires a radical departure from traditional business thinking. It puts creating customer value - not maximizing profits and shareholder value - at the center of business strategy,j and it demands redefining target customers, revising employment policies, and redesigning incentives. If companies are really serious about delivering value and earning customer loyalty, they must measure it. |
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