The loyalty advantage : essential steps to energize your company, your customers, your brand

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Title:

Author:

Durkin, Dianne M., 1947-

ISBN:

9780814408179

Personal Author:

Durkin, Dianne M., 1947-

Publication Information:

New York : AMACOM, American Management Association, 2005.

Physical Description:

ix, 229 p. ; 24 cm.

Contents:

Ch. 1. Loyalty then and now -- Ch. 2. The evolving workforce -- Ch. 3. What loyalty means to business -- Ch. 4. What is the loyalty factor? -- Ch. 5. Employees, the new strategic alliance -- Ch. 6. Loyal employees are your number one marketing tool -- Ch. 7. The loyalty factor and the brand -- Ch. 8. Five essential steps to productivity and profitability -- Ch. 9. The first essential step : assess your company's present situation and target your stress points -- Ch. 10. The second essential step : create focus and strategy through shared vision, values, and positioning -- Ch. 11. The third essential step : use communication to develop credibility and support -- Ch. 12. The fourth essential step : establish an infrastructure for success -- Ch. 13. The fifth essential step : foster ongoing success through continuous evaluation and feedback -- Ch. 14. The role of leadership -- Ch. 15. Loyalty and change management -- Ch. 16. Loyalty in times of crisis.

Ch. 17. Some of our favorite stories : the loyalty factor at work.

Abstract:

"Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: Employee loyalty drives customer loyalty, which drives brand loyalty." "This involves creating strategic alliances with employees and preparing them to forge lasting bonds with customers. The big payoff comes when customers choose to do business with a company over the long term and enthusiastically recommend its products and services to their friends and colleagues. The source of the most powerful form of marketing - word of mouth - is within the walls of every company. It's called loyalty, and successful leaders know its value."

"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.

Subject Term:

Employee motivation.

Employee loyalty.

Organizational commitment.

Interpersonal communication.

Electronic Access:

Table of contents http://www.loc.gov/catdir/toc/ecip055/2004030979.html

Copies:

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Summary

Though it may not be obvious, customer satisfaction and brand loyalty are directly connected to the passion and energy of an organization's employees. In The Loyalty Advantage, readers will learn how to create a loyalty-driven company and how to direct company culture and leadership to develop widespread employee enthusiasm. The book demonstrates how in-house dedication to employees translates naturally into superior customerservice, which then creates brand loyalty. Filled with practical tips and proven strategies, the book shows readers how to: * create an environment that inspires passion for the brand and company loyalty * encourage employees to help craft and become invested in the company's vision and values * translate organizational values into superior products, customer service, and corporate profits Using proven methods, The Loyalty Advantage shows how to create allegiance and translate it into bottom-line results." "