Casa J. (Jamowa) reviewed on 8/7/2005 + 75 more book reviews

This book describes the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. Details how to attract & retain right customers, improve productivity by hiring right employees, measure value by tracking behavior of customers & employees, create intellectual capital, maximize shareholder value, and build stategic advantage. Success examples include State Farm, Toyota/Lexus, MGNA, John Deere, & Leo Burnett ad agency. Author describes key business philosophies that underlie the results of loyalty leaders.

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