''The Loyalty Effect'' is a 1996

book A book is a medium for recording information in the form of writing or images, typically composed of many pages (made of papyrus, parchment, vellum, or paper) bound together and protected by a cover. The technical term for this physi ...

Fred Reichheld Fred may refer to: People * Fred (name), including a list of people and characters with the name Mononym * Fred (cartoonist) (1931–2013), pen name of Fred Othon Aristidès, French * Fred (footballer, born 1949) (1949–2022), Frederico Rodr ...

of the consulting firm

Bain & Company Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and non-profit organizations. One of the Big Three management consultancies, Bain & Company was fou ...

, and the book's title is also sometimes used to refer to the broader

loyalty business model The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or ...

as a whole. Reichheld's book was exceptionally popular with

marketing Marketing is the process of exploring, creating, and delivering value to meet the needs of a target market in terms of goods and services; potentially including selection of a target audience; selection of certain attributes or themes to emph ...

and

customer relationship management Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study big data, large amounts of information. CRM systems data collectio ...

professionals, and as such the phrase "loyalty effect" has become synonymous in some circles with the more generic concepts covered by the loyalty business model.
Hughes, Arthur Middleton, "Measuring the Loyalty Effect," Direct Magazine, 1998 In 2001, Reichheld penned a sequel to the book called ''Loyalty Rules!'' and released a revised edition of the original work.

References

* Reichheld, Frederick F. ''The Loyalty Effect'',

Harvard Business School Press Harvard Business Publishing was founded in 1994 as a not-for-profit, wholly owned subsidiary of Harvard University (distinct from Harvard University Press), with a focus on improving business management practices. The company consists of thre ...

, 1996. (Revised 2001) * Reichheld, Frederick F. ''Loyalty Rules!'', Harvard Business School Press, 2001.

External links

Reichheld's site
for ''The Loyalty Effect'' and ''Loyalty Rules!''
Net Promoter Overview
about Reichheld's findings in ''The Loyalty Effect''. Business terms Business books 1996 non-fiction books Harvard Business Publishing books {{business-book-stub