- Loyalty Effect
"The Loyalty Effect" is a 1996
bookby Fred Reichheldof the consulting firm Bain & Company, and the book's title is also sometimes used to refer to the broader loyalty business modelas a whole. [ Gunnarsson, Claes and Seth Jonsson, European Journal of Operational Research, Volume 144, Issue 2, 16 January 2003, Pages 257-269 ] Reichheld's book was exceptionally popular with marketingand customer relationship managementprofessionals, and as such the phrase "loyalty effect" has become synonymous in some circles with the more generic concepts covered by the loyalty business model. [ [http://directmag.com/mag/marketing_measuring_loyalty_effect/] 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.
* Reichheld, Frederick F. "The Loyalty Effect",
Harvard Business School Press, 1996. (Revised 2001)
* Reichheld, Frederick F. "Loyalty Rules!", Harvard Business School Press, 2001.
* [http://www.loyaltyeffect.com/loyaltyrules/index.html Reichheld's site] for "The Loyalty Effect" and "Loyalty Rules!"
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