Loyalty-Based Growth Strategies, Frederick Reichheld, Bain & Company

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Loyalty-Based Growth Strategies, Frederick Reichheld, Bain & Company

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Research Abstract

Fred Reichheld is the leader of Bain & Company’s loyalty practice and is the author of the book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. ITSMA believes that every services organization could benefit by managing loyalty more effectively. In this Viewpoint are Reichheld’s remarks from a speech given at ITSMA’s MarketingServices/97 Conference.