Download or read book Why Loyalty Matters written by Timothy Keiningham and published by BenBella Books, Inc.. This book was released on 2010-03-16 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: For decades we've been told that we live in fast-paced, dog-eat-dog world, that loyalty gets you nowhere, and that we must look out for number one! We've been told that to succeed we have to constantly reinvent ourselves, let go of past relationships, and move on to greener pastures. And we've been told that all this is good. But it's not good. Why Loyalty Matters is grounded in the most comprehensive study of loyalty ever conducted, and what it reveals can change your life. The science is very clear – when it comes to business success, satisfaction in our relationships and even overall happiness, loyalty is essential. Renowned loyalty experts Timothy Keiningham and Lerzan Aksoy combine their own groundbreaking research with the leading thinking in philosophy, sociology, psychology, economics and management to provide a comprehensive guide to understanding what loyalty is, what it isn't and how to unlock its power in your personal and professional life.
Download or read book Why Loyalty Matters written by Timothy Keiningham and published by BenBella Books. This book was released on 2010 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Why Loyalty Matters" provides compelling insight into how loyalties, large and small, offer the prescription to the emptiness many feel in their lives, and to the increasing fragmentation found in communities through failing businesses.
Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Download or read book The Cost of Loyalty written by Tim Bakken and published by Bloomsbury Publishing USA. This book was released on 2020-02-18 with total page 401 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Kirkus Reviews Best Book of 2020 A courageous and damning look at the destruction wrought by the arrogance, incompetence, and duplicity prevalent in the U.S. military-from the inside perspective of a West Point professor of law. Veneration for the military is a deeply embedded but fatal flaw in America's collective identity. In twenty years at West Point, whistleblower Tim Bakken has come to understand how unquestioned faith isolates the U.S. armed forces from civil society and leads to catastrophe. Pervaded by chronic deceit, the military's insular culture elevates blind loyalty above all other values. The consequences are undeniably grim: failure in every war since World War II, millions of lives lost around the globe, and trillions of dollars wasted. Bakken makes the case that the culture he has observed at West Point influences whether America starts wars and how it prosecutes them. Despite fabricated admissions data, rampant cheating, epidemics of sexual assault, archaic curriculums, and shoddy teaching, the military academies produce officers who maintain their privileges at any cost to the nation. Any dissenter is crushed. Bakken revisits all the major wars the United States has fought, from Korea to the current debacles in the Middle East, to show how the military culture produces one failure after another. The Cost of Loyalty is a powerful, multifaceted revelation about the United States and its singular source of pride. One of the few federal employees ever to win a whistleblowing case against the U.S. military, Bakken, in this brave, timely, and urgently necessary book, and at great personal risk, helps us understand why America loses wars.
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
Download or read book The Four Factors of Trust written by Ashley Reichheld and published by John Wiley & Sons. This book was released on 2022-10-25 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: The essential, data-driven blueprint to build trust in your organization. Did you know that trusted companies outperform their peers by up to 400%? That customers who trust a brand are 88% more likely to buy again? And that 79% of employees who trust their employer are more motivated to work (and less likely to leave)? The importance of trust is at an all-time high—just as our inclination to trust is at an all-time low. Building trust is your single greatest opportunity to create competitive advantage. With new data at its core, The Four Factors of Trust gives you practical guidance to measure and build trust in the relationships that matter the most—with your customers, workforce, and partners. Trust ultimately comes down to just Four Factors: Humanity, Capability, Transparency, and Reliability. These Four Factors make up Deloitte's HX TrustIDTM, a groundbreaking measurement tool poised to become the gold standard for evaluating organizational performance. Ashley Reichheld and Amelia Dunlop show how your organization can use HX TrustIDTM to measure, predict, and build trust to earn lifelong loyalty—and elevate the human experience with your customers, workforce, and partners. The Four Factors of Trust lays it all out in do-able parts so you can: Create better business outcomes by understanding how trust affects human behaviors Measure your company's trust score—revealing strengths, deficits, and opportunities to (re)build trust with key stakeholders Design actionable strategies to improve trust with your customers, workforce, and partners Build trust and earn loyalty through every business function from marketing to operations to talent experience With compelling stories from leading organizations—and practical applications in Marketing & Experience, Cybersecurity, HR, Sustainability (ESG), and Operations & Technology—The Four Factors of Trust will enable you to create the relationships you want to build, the organizations you want to belong to, and the world you want to live in.
Download or read book Loyalty Rules written by Frederick F. Reichheld and published by Harvard Business Press. This book was released on 2001 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.
Download or read book The Loyalty Advantage written by Dianne M. Durkin and published by Amacom Books. This book was released on 2005 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Case studies from some of America's most-admired and best-managed companies - including Amgen, Best Buy, Green Mountain Coffee, KitchenAid, Kronos, Southwest Airlines, Tiffany, Timberland, and Whole Foods - illustrate the power of the Loyalty Advantage in action."--BOOK JACKET.
Download or read book 10 Truths About Leadership written by Peter A. Luongo and published by Clerisy Press. This book was released on 2010-02-01 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many leaders remember those life-changing moments when it suddenly became crystal clear what had to be done to reach their organizations' goals. It wasn't until Pete Luongo was faced with that one epiphany in his life, a difficult period that required him to rebalance life's priorities and bring a new understanding to his work, that he recognized that all results are based upon behaviors appropriate to the circumstances. Through this understanding -- that actions are determined by specific, well-defined standards -- he developed a model for success, one that is both sustainable and that allows people to retain their personal dignity as they pursue their life plans. In this book, Luongo illuminates the ten most common obstacles to success and pairs them with the ageless principles that help readers overcome them. His straightforward advice, based on data and hard-won experience, provides an understandable and virtually guaranteed plan for improvement and achievement.
Download or read book Brand Intimacy written by Mario Natarelli and published by Hatherleigh Press. This book was released on 2017-10-23 with total page 357 pages. Available in PDF, EPUB and Kindle. Book excerpt: From Patagonia to Apple, Whole Foods to New Balance, we love our favorite products--and, by extension, the companies that provide them. The emotional connections we form with our beloved brands and services are important relationships--relationships that are potentially worth billions. In the fast-paced, constantly-changing world of the modern marketplace, brands must adapt or perish—strategies, methods, and techniques must evolve to remain effective and relevant. Are you using yesterday’s thinking for tomorrow’s challenges? Brand Intimacy details ways to build better marketing through the cultivation of emotional connections between brand and consumer. The book provides lessons for marketers and business leaders alike who are seeking to understand these ultimate brand relationships and the opportunities they represent. Divided into three sections, Brand Intimacy starts with Context and Understanding. This explains today’s marketing landscape, the effects of technology, consumer behaviors and the advancements around decision making. Through research we discovered that people form relationships with brands the same way they develop relationships with other people. This section provides guidance on how to think about complimentary concepts such as loyalty, satisfaction and brand value. We then explore and compare established approaches and methodologies and showcase why intimacy is a compelling new and enhanced opportunity to build your brand or market your business. The second section, Theory and Model reveals and dimensions the brand intimacy model and dissects it into steps to help you better factor it into your marketing approaches or frameworks. Here you will learn the core concepts and components that are essential to build bonds and the role emotion can play to help you achieve greater customer engagement. You can also review the rankings of the best brands in terms of Brand Intimacy. A summary of our annual research reveals the characteristics of best performers, the most intimate industries, and differences based on geography, age, gender and income. By examining the top intimate brands, we reveal and decode the secrets of the bonds they form with their customers. The third section is Methods & Practice, this details the economic benefits and advantages of a strategy that factors Brand Intimacy. Intimate brands are proven to outperform the Fortune 500 and Standards and Poors’ index of brands. Intimate brands create more revenue and profit and last longer. Consumers are also willing to pay more for a brand they are more intimate with. Conversely, we also explore a series of brand failures and lessons learned to help you avoid common pitfalls in brand management. We articulate the steps to build a more intimate brand as well as share a glimpse on the future where software will play a more important role in brand building. The book outlines a proprietary digital platform that we use to help manage and enable intimacy through collaboration, simulators and real-time tracking of emotions. Business and marketing owners face an increasing difficult task to build brands that rise above the clutter, engage more and grow. Brand Intimacy explains how to better measure, build and manage enduring brands. Brands that are built to inspire as well as profit. Written by experienced marketers and backed by extensive research, Brand Intimacy rewrites the rulebook on how to establish and expand your marketing. The book is equal parts theory, research and practice, the result of 7 year journey and a new marketing paradigm for the modern marketer.
Download or read book Loyalty Myths written by Timothy L. Keiningham and published by John Wiley & Sons. This book was released on 2005-10-10 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.
Download or read book A Matter of Loyalty written by Anselm Audley and published by Thomas & Mercer. This book was released on 2017-10-19 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: January 1954. Mists cover the hills around Selchester. Someone at the research facility known as the Atomic is leaking secrets to Soviet Russia, and when nuclear scientist Bruno Rothesay goes missing, the British Intelligence Services are convinced he's the mole. Hugo Hawksworth isn't so sure. Then a body turns up, and Hugo's instincts are proven correct. But if Rothesay wasn't selling secrets to the Soviets, who is? As Hugo digs deeper into buried connections and unlikely coincidences, he knows there's more to this case than his London superiors believe. But following his instincts will pit him against the Establishment--and tangle him once again in the poisonous legacy of the late Lord Selchester. As he closes in on the truth, Hugo finds himself confronted by an adversary who will stop at nothing, in a case that will prove the most personal of his career. With a touch of Downton Abbey, a whisper of Agatha Christie and a nod to John Le Carré, A Matter Of Loyalty is the third and final book in this delightfully classic and witty murder-mystery series.
Download or read book The Price of Loyalty written by Ron Suskind and published by Simon and Schuster. This book was released on 2013-03-28 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: A devestating account of the inner workings of the George W. Bush administration, written with the extensive cooperation of former U.S. Treasury Secretary Paul O'Neill. As readers are taken to the very epicentre of government, this news-making book offers a definitive view of Bush and his closest advisers as they manage crucial domestic policies and global strategies within the most secretive White House of modern times.
Download or read book The Wallet Allocation Rule written by Timothy L. Keiningham and published by John Wiley & Sons. This book was released on 2015-02-02 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth.
Download or read book Bonds of Loyalty written by Jennifer K. Clark and published by . This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reunited with her royal family after being forced to leave her fiancé Prince Alexander, Sarah is thrust into the political turmoil that surrounds her ancestral home, upturning a long-held prophecy. As the voices of dissension mount against her, Sarah turns to her bodyguard, Luther, for protection. But his protection comes with a price.
Download or read book A Higher Loyalty written by James Comey and published by Flatiron Books. This book was released on 2018-04-17 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 New York Times Bestseller now in paperback with new material The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.
Download or read book Exit Voice and Loyalty written by Albert O. Hirschman and published by Harvard University Press. This book was released on 1970 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of ‘unhappy’ top officials to resign over Vietnam, I decided to let myself go a little.”
