25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.
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.
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.
Durkin’s new book, THE LOYALTY ADVANTAGE outlines the five essential steps to building the Loyalty Advantage process, shows CEOs and mid-level managers how they can make or break a loyalty initiative, and provides a guide for managing in times of large-scale change or crisis.
THE LOYALTY ADVANTAGE features 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. Packed with proven methods for translating allegiance into bottom line results, this timely and practical book shows the power of loyalty in action!
Check it out at Amazon.com.