The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Loyalty


Reichheld lays out a new "economics of loyalty" that provides a framework where the "soft" elements of business—loyalty and learning—can be effectively linked to the hard science of cash flows and cost/benefit analysis. In many industries, loyalty explains the differences in profitability among competitors more effectively than scale, market share, unit costs, or most other factors usually associated with competitive advantage. Find out more at