• 25 of every 27 customers who have a bad experience fail to report it because they don’t believe anything will change.

  • The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi

  • A survey of 350 executives across 14 industries, 68% confirmed their companies experienced unanticipated problems in their change process. – International Consortium of Executive Development Research.

  • The great thing in this world is not so much where we are, but in what direction we are moving. Oliver Wendell Holmes

  • 70% of organizational changes fail and these failures can be traced to ineffective leadership.

  • People are the core strategic asset. To be successful, a company must listen, involve, encourage, nurture, support, empower, and reward all its constituencies.

  • The key to keeping customers satisfied and loyal is to value and train employees while making them an integral part of corporate success.

  • The brighter you are, the more you have to learn.

  • "High performing organizations are constantly focusing on improving their capabilities through learning systems, building knowledge capital and transformational learning throughout the organization.” - Ken Blanchard

  • Learn something every day. Never stop learning.

  • It is estimated that 80% of mergers and acquisitions that occur today fail to meet initial expectations.

  • First, people don’t grow and change much unless they’re in a supportive environment where people know what they want to do and encourage them to do it.

  • No one of us is as smart as all of us – when teams function well, miracles happen.

  • 78% of consumers say their most satisfying experience occurred because of a capable and competent customer service representative.

  • Change is constant. To implement change you must listen, engage, and empower individuals in the change process.

  • It costs 10 times more to gain a new customer than it does to keep an existing customer.

  • 85% of business leaders agree that traditional differentiators alone are no longer a sustainable business strategy.

  • The key to building a culture based on Trust and Personal Responsibility is getting all employees to be committed to the organization’s Vision and the Values That Build Trust.

  • 50 – 70% of how employees perceive their organization can be traced back to the actions of one person – the leader.

  • Effective coaching is a key method for increasing productivity and profitability in an organization. Recent studies have shown that 85% of the workforce wants holistic coaching so that they can continually improve and grow.

  • If you want 1 year of prosperity, grow rice. If you want 10 years of prosperity, grow trees. If you want 100 years of prosperity, grow people. – Chinese Proverb

  • Employee loyalty builds customer loyalty, which builds brand loyalty. It’s as simple - and as difficult - as that.

  • Leadership IQ being equal, it is believed emotional intelligence – how we manage ourselves, our emotions and the emotions of others – accounts for 85 – 90% of what separates the most outstanding leaders from their peers.

  • The number one fear in the world is public speaking. “You” vs. “I” messages are powerful tools for capturing your audience’s attention.

  • Corporations can work five times harder and spend five times more money to gain new customers, or they can keep the ones they have.

  • Personally, I am always ready to learn, although I do not always like being taught. Winston Churchill

  • Companies Don’t Solve Problems.
    People Do.

  • Leadership is being the best you can be, and helping others be the best they can be.

The Loyalty Factor: Building Employee, Customer and Brand Loyalty

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: 

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Employee loyalty drives customer loyalty, which drives brand loyalty.

LF_Book_Cover_-_SmallerDurkin’s book, THE LOYALTY FACTOR outlines the five essential steps to building THE LOYALTY FACTOR 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 FACTOR 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!

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“This is a wakeup call to executives in any business. THE LOYALTY FACTOR is spot on wisdom for creating sustaining value in any business. Loyalty is many times taken for granted or assumed but as Dianne so passionately points out, management must take actionable ownership to create and enhance loyalty in their business. The examples and concepts illustrated provide a structured approach to jump-start the loyalty building process. Building THE LOYALTY FACTOR will become a strategic part of running our business.”

- Pete Wilson, President & CEO

“Successful companies are all about loyalty - from employees, customers, investors etc. THE LOYALTY FACTOR provides some great insights on how to build and maintain loyalty over the long haul.”

- Joe DeMartino, Vice President

“The step-by-step procedure outlined in this book, is a brilliantly simple yet profound formula for successfully creating and maintaining employee, customer and brand loyalty. It is a must read for CEO’s, managers and anyone who wants to improve their organization.”

- Joseph Allard, Professor of Business, Vice President of Academic Research

"Dianne creates a clear and simple roadmap for driving employee loyalty, customer loyalty, and ultimately brand loyalty. And to show that it CAN be done, the book is jam-packed with terrific examples of companies that have done what it takes and succeeded!"

- Kathleen Brown, Vice President, Career Transition Services, Chief Operating Officer

“THE LOYALTY FACTOR is an excellent resource for any company executive. Dianne Durkin really “gets it” in understanding what’s going on in Corporate America. With the economic downturn in the past 4-5 years, company executives have been focused on surviving ----and not much attention to loyalty. Now with the emergence of a more vibrant economy, loyalty must be a priority. THE LOYALTY FACTOR will focus executives in the right direction.”

- Dick Dauphinais, President & Founder

Copyright © 2014 Loyalty Factor. All Rights Reserved.