Strategier-logoHere is more information referring to the article in Strategies no. 460.

An earlier article in Stratgies Nr 339 about the book The Loyalty Effect can be read at: Loyalty means profitability.

Here is ordering information about the books referred to:

Loyalty Rules! by Frederick F. Reichheld.
ISBN 1-57851-205-0. Harvard Business School Press 2001.

The Loyalty Effect, by Frederick F. Reichheld.
ISBN 0-87584-448-0. Harvard Business School Press 1996.

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