Customer Loyalty and Retention

One of the best known, current authors on the subject of Customer Loyalty and Customer Retention is Frederick Reichheld. He has written a number of articles and a few (very good) books on the subject.

A "page" from his book "Loyalty Rules" that looks at the value of customer loyalty tells us that a "A 5% increase in customer retention yields a 75% increase in customer net present value". He also discusses his six principles of loyalty.

Take a look at some of the publications (GOOGLE them) and let us know which one you like the best.

I like his book "The Ultimate Question".

Gene A. Wright