''The Loyalty Effect'' is a 1996

book A book is a structured presentation of recorded information, primarily verbal and graphical, through a medium. Originally physical, electronic books and audiobooks are now existent. Physical books are objects that contain printed material, ...

Fred Reichheld Frederick F. Reichheld (born 1952 in Cleveland, Ohio) is an American ''New York Times'' best-selling author, speaker and business strategist. He is best known for his research and writing on the loyalty business model and loyalty marketing. He i ...

of the consulting firm

Bain & Company Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and nonprofit organizations. One of the Big Three (management consultancies), Big Three management co ...

, and the book's title is also sometimes used to refer to the broader

loyalty business model The loyalty business model is a business model used in strategic management in which a company's resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or s ...

as a whole. Reichheld's book was exceptionally popular with

marketing Marketing is the act of acquiring, satisfying and retaining customers. It is one of the primary components of Business administration, business management and commerce. Marketing is usually conducted by the seller, typically a retailer or ma ...

and

customer relationship management Customer relationship management (CRM) is a strategic process that organizations use to manage, analyze, and improve their interactions with customers. By leveraging data-driven insights, CRM helps businesses optimize communication, enhance cus ...

professionals, and as such the phrase "loyalty effect" has become synonymous in some circles with the more generic concepts covered by the loyalty business model.
Hughes, Arthur Middleton, "Measuring the Loyalty Effect," Direct Magazine, 1998 In 2001, Reichheld penned a sequel to the book called ''Loyalty Rules!'' and released a revised edition of the original work.

Bibliography

* Reichheld, Frederick F. ''The Loyalty Effect'',

Harvard Business School Press Harvard Business Publishing (HBP) is a publisher founded in 1994 as a not-for-profit, independent corporation and an affiliate of Harvard Business School (distinct from Harvard University Press), with a focus on improving business management pr ...

, 1996. (Revised 2001) * Reichheld, Frederick F. ''Loyalty Rules!'', Harvard Business School Press, 2001.

References

External links

Reichheld's site
for ''The Loyalty Effect'' and ''Loyalty Rules!''
Net Promoter Overview
about Reichheld's findings in ''The Loyalty Effect''. Business books 1996 non-fiction books Harvard Business Publishing books {{business-book-stub