Bibliographic record and links to related information available from the Library of Congress catalog
Table of contents for The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld with Thomas Teal.



Preface vii

1.	Loyalty and Value						1

2.	The Economics of Customer Loyalty				33

3.	The Right Customers						63

4.	The Right Employees						91

5.	Productivity							117

6.	The Right Investors						153

7.	In Search of Failure						185

8.	The Right Measures						217

9.	Transforming the Value Proposition				255

10.	Partnerships for Change						279

11.	Getting Started: The Path Toward Zero Defections			301


Notes  									311

Index									315

About the Author							323