Negative Positive
Title: Fundamental Principles of Loyalty - Customers, Employees and Investors
Review: The cost of loyalty - or more accurately, the cost of defection is the key theme of this book. The author reviews the economics and principles of loyalty based management as it applies not only to customers, but investors and employees as well. The key is not just to retain these key stakeholders, but to select them properly in the first place - and then retain them. There is a tremendously high cost for churn in the investor, employee and customer ranks as measured by several key metrics, such as lifetime present value. Reichheld also discusses the importance of choosing the right metrics and measuring the proper elements - reminding the reader that what gets measured gets managed - and vice versa. A good read for an important perspective on selection, retention and loyalty across stakeholders.
Is the review positive or negative? 