haku: @journal_id 422 / yhteensä: 712
viite: 12 / 712
| Tekijä: | Ettorre, B. |
| Otsikko: | The bottom line on customer loyalty. An interview with F. F. Reichheld |
| Lehti: | Management Review
1997 : MAR, VOL. 86:3, p. 16-17 |
| Asiasana: | |
| Vapaa asiasana: | KUNDE, MARKETINGSTRATEGIE, KUNDENDIENST |
| Kieli: | eng |
| Tiivistelmä: | F. F. Reichheld is a director at Bain & Co. Inc., a strategy consulting firm, and head of its worldwide loyalty practice. In his influential book 'The Loyalty Effect' Reichheld outlines the heretofore radical idea that loyalty from customers, employees and investors produces hefty value and financial returns that a company can measure and track in real terms. In a conversation Reichheld proposes some ideas for identifying and retaining value added customers. |
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