Companies earn "bad profits" from one-third of customers, new Bain & Company research finds
Bain & Company press release  1/19/2006
Companies earn 'bad profits' from one-third of their customers, stifling long-term growth, according to new research from Bain & Company.  In contrast, organizations that deliver superior customer experiences more than double their industry growth average.


July 2001

Loyalty Rules! How Today's Leaders Build Lasting Relationships
Harvard Business School Press 7/1/2001
If You Think No Company Is Worthy of Loyalty, Think Again.
A New Book by the World's Leading Loyalty Expert Reveals Firms Prosper by Treating Employees and Customers Right
In a revolutionary new book, leading expert Fred Reichheld, author of the 1996 best-seller The Loyalty Effect, argues that loyalty is far from dead. He unveils new research that convincingly proves that the more volatility, choice, and change the economy serves up-the more vital a role loyalty plays in building the relationships that are so necessary to success in all aspects of life.
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