Business loyalty

Today, the very idea of unconditional loyalty toward a company seems alien. Loyalty itself is not gone, only the unqualified, hierarchical loyalty that looked so much like obedience. Free markets have replaced it with something far superior - mutual, earned loyalty. In business, this loyalty is not...

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Bibliographic Details
Published in:Leadership excellence 1997-06, Vol.14 (6), p.19
Main Author: Reichheld, Frederick F
Format: Article
Language:English
Subjects:
Business models
Cash flow
Competitive advantage
Corporate profits
Customer satisfaction
Customers
Employees
Loyalty
Principles
Productivity
Value added
Value creation
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Summary:Today, the very idea of unconditional loyalty toward a company seems alien. Loyalty itself is not gone, only the unqualified, hierarchical loyalty that looked so much like obedience. Free markets have replaced it with something far superior - mutual, earned loyalty. In business, this loyalty is not only appropriate but constructive, as it can mean great value for customers and employees and, for the corporation, a long life of sustained growth and profit.
ISSN:8756-2308