Book Description
Loyalty is by no means dead. In fact the principles of loyalty . . . are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion.
From The Loyalty Effect
The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.
Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.
Download Description
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. Because of this connection, Reichheld argues, there is enormous potential for improving a company's performance by increasing customer, investor, and employee loyalty. Reichheld's research demonstrates that loyalty drives profits in direct and quantifiable ways through its impact on growth, learning, and productivity. In addition, loyalty generates a spiritual energy that powers the value creation process that is at the heart of sustained business success. 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.
Customer Reviews:
Holistic Approach to Management.......2007-07-30
I found this book very useful as I am working on a new start-up business and selecting and keeping personnel is key. In this book you find practical examples of how to do this and you see the enormous benefit it is to have loyal employees.
This is a must for anyone starting and/or working at turning a business around.
Great learning tool.......2007-01-27
This is full of great concepts that are easily put to practice with effective results.
The book that started it all!.......2007-01-14
This book above any other, rekindled my passion to fully understand the concept of 'loyalty'. Although it was written quite some time ago now, having its' genesis back in the 1980's, it remains an outstanding work on this topic.
Clearly, thinking has evolved over time and practical application of this approach has clarified and expanded our understanding of this topic, yet the book presents a strong argument for developing a deep appreciation of loyalty and it's impact on business performance.
The book is well researched. Well written. Easy to read, with a good flow. Full of interesting case studies and supporting data this publication is a must read for anyone interested in the topic.
Much attention is today being focused on Customer Loyalty yet the proposition that this book puts forward is that Customer Loyalty is only one third of the argument. Employee loyalty and shareholder loyalty both play a significant role in delivering benefits back to the corporation. Few books have expounded the proposition as thoroughly and completely as this one.
A way to earn consistently higher profits.......2006-09-02
The Loyalty Effect is an analysis of the effects of loyalty. The author, Frederick F. Reichheld, takes a rigorous looks at a variety of successful companies and finds that those "that earned superior levels of customer loyalty and retention also earned consistently higher profits" and sustainable levels of growth.
The examples and data shown in this book give a clear picture of how loyalty can be earned through strong value creation and why this leads to long-term profitability and growth. Beyond customer loyalty, the author also looks at how the right employees, the right investors and the right partnerships can add to the overall strength of a company. The evidence that Reichheld presents in support of loyalty-based management is thought provoking and compelling.
While the author himself doesn't proclaim this that style of management is a magic "cure all", Reichheld's argument is extremely convincing and the research supporting his claim is clear: loyalty makes good economic sense. People running businesses, big and small, can benefit from the ideas presented in The Loyalty Effect. I highly recommend this book.
Learn how to foster loyalty in customers and within your organization.......2006-02-21
These days it would be easy to believe that loyalty didn't matter anymore. Customers are going to shop around, employees are going to hunt for new jobs before they get downsized, and investors will be fickle about holding onto stock if its price moves even an inch. Loyalty, says a whole cadre of business gurus, is out of date and irrelevant. Not so, says author Frederick Reichheld, a director of Bain & Company. Companies like Leo Burnet and A.G. Edwards consistently pay the highest salaries, offer high value to customers at competitive prices, have the highest employee retention rates, and have the highest profitability rates. Loyal customers, employees and investors fuel a sustained cycle of growth at these companies. If you want to foster loyalty in your customers, employees and investors, Reichheld has the following advice:
· Make customer value, not profit, the goal.
· Loyal customers are more profitable than new customers. Break up the potential customer base into segments and find out which ones are more likely to be loyal. Target these customers.
· Find and keep the right employees. Getting the right customers will bring you a profit. Invest that profit in loyal employees who will continue to increase value to your customers. Companies with the highest employee loyalty consistently have the highest customer loyalty.
· Find investors with long-term perspective.
· Learn from defections. If customers or employees are leaving the company, find out why. Take actions to correct problems. Learn from mistakes.
Book Description
In this definitive guide, Forrest Mosten--an internationally recognized mediation expert--helps would-be mediators answer the critical question "Do I have the values, skills, personality, and commitment necessary to mediate?"
A comprehensive resource, the book also explores a wealth of timely topics including the need to establish standards of the profession, how to maintain confidentiality, the pros and cons of co-mediation, and the place of mediation in the process of court and law reform. Straightforward and reader-friendly, the Mediation Career Guide is filled with practice tips, self-surveys, diagrams, reading resources, a list of training programs and volunteer opportunities, budget forms, and model standards of conduct. This hands-on resource is designed to make the challenging journey of becoming a peacemaker a one-step-at-a-time manageable process.
Customer Reviews:
A Solid Basis for Starting Your Practice.......2005-03-21
It is one thing to learn how to mediate, it is another to learn how to start your business as a mediator. This book focuses on the second task. I found that this book contains good, practical advice for analyzing your own abilities as a mediator and setting up your practice. It even talks about how to establish the physical environment of your office. Combine this with Allan H. Goodman's new, second edition of Basic Skills for the New Mediator, and you should be ready to hang out your shingle.
You Cannot Proceed Without this book!.......2005-03-10
I am just beginning my mediation practice. This book stays with me all day. It gives practical advice, plus deals with the emotional issues attached with such a leap of faith that is required for entering this field. I highy recommend this to everyone!
A must have!.......2003-08-10
This book is one of the most helpful and insightful books that I have read. If you are thinking of, or already are, a mediator, this book is full of great information, ideas, and helpful hints.
This book is an easy read, you could read it in one evening and then be on your way to implement the things that you have learned.
The Definitive Book on Mediation.......2002-02-18
Forrest Mosten has written what must be the definitive book for those who are considering or might consider a career in mediation.
I have known the author since 1970, when he was a law student working part time for me in the foreign student office at UCLA. Even then he was thinking about how he might incorporate his strong social conscience into the practice of law. Ten years later he found his answer when he committed himself to becoming a professional mediator. For Mosten, mediation is more than an efficient means of resolving disputes, it is a way to work as a peacemaker at the person-to-person level. It provides its practitioners who are attorneys with an alternative to the adversarial nature of the legal system, which weighs heavily on many lawyers. Of course it provides the same benefit for clients. He makes his point about mediation as a peace effort dramatically in chapter one, where he states "...don't jump into a growing but still uncertain field like mediation unless you eat, breath and dream about creating peace and resolving conflict and are willing to risk everything to make it happen".
In addition to maintaining a highly successful mediation practice in Los Angeles, Mosten trains future mediators and he has established a nation-wide network of mediation centers. He also is the author of three previous books on mediation.
The author's purpose in writing the book is stated in the first paragraph of the preface, where he says "It was an uphill climb to build my mediation practice. This book is my effort to help you avoid many of the costly mistakes I made along the way".
The book is organized into three parts, each with several chapters, followed by nine appendices. In the first part, "Is Mediation right for You?", he covers the question of what it takes to be a mediator, such as being a good listener, patient, tolerant and neutral, flexible, and empathic, among other traits. In the chapter on "Education and Training", he discusses the question of non-lawyers as mediators. Mosten admits that lawyers have certain advantages, but he lists other fields which often provide a good background, such as therapists, business persons, teachers and clergy. Whether they come from the law or other fields, he states, extensive training in mediation will be required. Here Mosten goes into some depth on this subject which is dear to his heart because he wants "...mediation to be the first stop on the conflict resolution highway", which means having "...enough trained and experienced mediators available to meet this need".
Part Two, "Building Your Career as a Mediator" deals with the creation of a mediation signature, which includes advice on writing vision and mission statements to distinguish your particular practice. He also advocates having a board of directors to help with these tasks and to provide a sounding board along the way which he had earlier described as an informal group of persons whose judgment you trust. (He might more accurately have called them a "board of advisors). Another chapter, "Creating a Mediation-Friendly Environment", gets down to reading materials and arrangement of the reception room. Most important, he introduces the idea of the client library, described as a consumer-friendly collection of books, video tapes and other resources which will help clients learn what they need to help solve their own problems. This concept is related to Mosten's preference for informed client consent, and he reports that his library is well used by his clients.
Part Three is "The Nuts and Bolts of Private Practice", which covers topics such as finding a place to practice, naming your practice, forming strategic partnerships and networks. With respect to networks, he uses his own Mosten Mediation Centers as an illustrative model, in which he has established local mediators around the country as subcontractors. In the chapter entitled "Strategic Planning and Investing in Yourself", he gets very specific about the time and money required to establish a mediation practice, including a breakdown of out -of-pocket costs which add up to $57,000 over a five-year period.
Even though he has stated his desire to see a great increase in the number of practicing mediators, Mosten in no way sugarcoats the obstacles and challenges facing anyone who plans to enter the field. His candor, at times, would almost seem to discourage, but at least anyone who has read the book would enter the field fully warned. More important they will have read a well integrated combination of philosophy and nuts and bolts, each supporting the other.
This is a critical book for those contemplating a career in mediation, it is a useful book for anyone contemplating using the services of a mediator, and it is an interesting book for those who are attracted by the concept of mediation as a force for more peaceful interpersonal relations.
A MUST HAVE book for all Mediators!.......2001-12-04
Dear fellow mediators or anyone looking into the mediation profession:
Mosten's book, Mediation Career Guide, is just the book I was looking for to strategically guide me through deciding whether to go into mediation as a profession. The book is well organized and can be read cover to cover or as a reference guide. Some of the key parts of the book are 1) Deciding if Mediation is Right for You and 2) Building Your Career as a Mediator.
The chapter on deciding whether to get your law degree or not for mediation was an especially important chapter for me. I completed one year of law school and then decided to re-evaluate my J.D. path. I enrolled in SMU's Dispute Resolution program to help with my decision. Mosten's book is the only mediation book that directly dealt with the J.D. dilemma. The chapter did not tell me what to do or what Mosten thinks is best. Instead, the chapter asked certain questions about my background to see whether a J.D. is a good choice or not.
Mosten's book is a MUST HAVE if you are deciding whether the mediation profession is right for you and how to build a mediation practice.
Thank you Forrest (Woody) Mosten for this book and all of your contributions to the peace-making profession!
Roseanne Pierre
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Labor Relations Law (7th Edition)
Fred Witney , and
Benjamin J. Taylor
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Employment Discrimination Law
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HR Answer Book, The: An Indispensable Guide for Managers and Human Resources Professionals
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The Labor Relations Process
ASIN: 0132099004 |
Book Description
Provides vital background information and the latest major NLRB and court decisions. This clearly written book focuses on contemporary labor relations law. It offers a thorough examination of how the law of labor relations operates within the socio-economic environment; the impact of the law and its constant changes on collective bargaining; and the rights and obligations of labor unions, employers, employees and the public. For human resource directors, management and labor attorneys.
Book Description
The history of scenario planning is rich and varied. Throughout the ages people have tried to make decisions today by studying the possibilities of tomorrow. When that tomorrow was more predictable and less fraught with uncertainty, those possibilities had a good chance of being the right ones. Now, however, the only given constant in a world of complexity is change itself. In an environment where information technology is driving an information revolution, and where the rules can be rewritten with breathtaking speed, planning can seem more based on luck than foresight.
There are methods for coping with unpredictability. The Scenario planning techniques described in this book will help to think about uncertainty in a structured way. Based on Gill Ringland's previous book Scenario Planning: Managing for the Future, this updated and expanded version focuses specifically on scenarios in public policy. The use of scenarios to create a framework for a shared vision of the future, by promoting discussion and building consensus outside a business environment, is examined. Ringland also looks at the similarities between organizations which have used scenarios successfully - such as the importance of communication via storyline and image.
Scenarios in Public Policy and its companion, Scenario Planning in Business are both practical paperback books that each expand on specific areas of Scenario Planning. They will appeal to managers looking to learn about and apply a particular aspect of scenario planning.
Reviews of Gill Ringland's prevoius work:
"Nobody can ignore the future. This book is a must-read for any manager aspiring to put scenarios into practice."
Arie de Geus, Former Director of Shell International Petroleum and author of 'The Living Company'
"(Gill Ringland) offers us a mechanism by which to bring structure to information technology and other forms of complexity, offering us the vital ability to understand the dynamics of change."
Oliver Sparrow, Chatham House Forum
Customer Reviews:
Clear and useful.......2003-08-06
This is a very straightforward guide to scenario planning and scenario thinking in the development of public policy and in the public sector. It is relatively short, clearly written, and has excellent references to material on the Internet as well as a good bibliography.
It has four parts. The first two provide case studies of the use of scenarios in public policy and in public sector organizations respectively. Part 3 is a step-bystep guide to the process of scenario planning. Part 4 is titled Scenario Thinking and describes the role of scenarios in catalyzing organizational learning.
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Strategic Unionism and Partnership: Boxing or Dancing?
Manufacturer: Palgrave Macmillan
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Binding: Hardcover
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ASIN: 1403917566
Release Date: 2005-02-10 |
Book Description
How can trade unions make sense of social partnership? What are the implications of partnership for union renewal? This book takes an international perspective to explore these issues based on an ongoing dialogue between researchers and union practitioners in eight countries. The book develops the metaphors "boxing" and "dancing" to denote contrasting strategic choices to the employment relationship, yet argues that neither approach alone can offer an exclusive trajectory for union development. The contributors conclude by identifying lessons for union renewal.
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Turning the Tide: Strategic Planning for Labor Unions (Emerging Issues in Employee Relations)
David Weil
Manufacturer: Lexington Books
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Binding: Hardcover
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ASIN: 0029340659 |
Book Description
Labor unions in the 1990s face tremendous challenges on all fronts. Intensive international and domestic competition, industrial deregulation, and slow economic growth have weakened their collective bargaining position. Organizing new members and retaining existing ones have been made difficult by the changing expectations of workers and the limitations of current labor laws. Together, these forces have led to declining membership and influence.
These difficult circumstances, however, do not signal the end of unionism, or mandate a universal response from all unions. Instead, they herald an era of choices. David Weil presents a pathbreaking framework to guide union leaders in these complex times. Drawing on the ideas of strategic planning developed in the private sector, Weil provides labor leaders with the tools to assess the critical features of their environment, and to design and implement economically sustainable collective bargaining agreements, organizing drives, and other innovative programs.
Weil explains the impact of economic, technologic, governmental, and labor market forces on union strategy. He details the obstacles to new initiatives and offers methods to overcome them, from adapting the union's organizational structure to redirecting its internal financial resources. Based on his work with national, regional, and local unions as well as his academic expertise in labor relations and economics, Weil presents a rich combination of practical experience, academic evidence, and illustrativecase studies from the construction, manufacturing, service and public sectors. He demonstrates how unions have succeeded by creating economically sustainable collective bargaining agreements and organizing initiatives. In Turning the Tide, labor leaders and scholars of industrial relations will find exciting new approaches to strengthen unions and labor-management relations for the next decade.
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Employment Relations in a Changing World Economy
Manufacturer: The MIT Press
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ASIN: 0262620987 |
Book Description
To address contemporary issues, industrial relations as a field of study will have to take an increasingly international and comparative dimension.
Accordingly, Employment Relations in a Changing World Economy looks at the critical role employment relations play in firm performance and industry competitiveness worldwide. The essays employ a common framework to examine changes in the employment practices of eleven OECD (Organization for Economic Cooperation and Development) countries: the United States, the United Kingdom, Canada, France, Germany, Italy, Spain, Norway, Sweden, Austria, and Japan. They constitute the first phase in a large ongoing project at the Center for Industrial Performance at MIT to update our understanding of comparative industrial relations and human resource policies.
The authors, scholars in economics, political science, sociology, industrial relations and law, first identify a representative set of employment practices and then look at the outcomes of those practices and the changes they are undergoing across different national settings. By collaborating, the contributors seek to clarify the dynamics of employment relations across the world today, and to set the terms of reference for a new generation of international-comparative employment research.
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- Author Ewing shows how power doesn't work in managing!
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Do It My Way or You're Fired! Employee Rights and the Changing Role of Management Prerogatives (Wiley management series on problem solving, decision making, and strategic thinking)
David W. Ewing
Manufacturer: John Wiley & Sons Inc
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Binding: Hardcover
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ASIN: 0471868434 |
Customer Reviews:
Author Ewing shows how power doesn't work in managing!.......1999-06-09
This book told us long ago that managment in the United States must change and such changes recommended in the book have not taken place. Author Ewing tried to tell us that management based on fear and expendibility and power will fail. Now there is growing research to tell us this is so. Ewing's book was way ahead of its time.
Dr. Norman Jones-author of Performance Management in the 21st Century: Solutions for Business, Education and Family.
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12 Steps to Better Benchmarking.: An article from: Industrial Management
Marla E. Hacker , and
Brian M. Kleiner
Manufacturer: Institute of Industrial Engineers, Inc. (IIE)
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ASIN: B0008GSZJO
Release Date: 2005-07-28 |
Book Description
This digital document is an article from Industrial Management, published by Institute of Industrial Engineers, Inc. (IIE) on March 1, 2000. The length of the article is 2000 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: 12 Steps to Better Benchmarking.
Author: Marla E. Hacker
Publication:
Industrial Management (Magazine/Journal)
Date: March 1, 2000
Publisher: Institute of Industrial Engineers, Inc. (IIE)
Volume: 42
Issue: 2
Page: 20
Distributed by Thomson Gale
Books:
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- The Politics of Social Risk: Business and Welfare State Development (Cambridge Studies in Comparative Politics)
- The Present Future: Six Tough Questions for the Church
- The SPEED of Trust: The One Thing that Changes Everything
- The True Story of the Three Little Pigs
- Tough Choices or Tough Times: The Report of the New Commission on the Skills of the American Workforce
- Trading Up: Why Consumers Want New Luxury Goods... And How Companies Create Them (Revised and Updated)
- Turkey: Economic Reform and Accession to the European Union (World Bank Trade and Development) (World Bank Trade and Development Series)
- Unequal Childhoods: Class, Race, and Family Life
- Whatever Else Happened to the Egyptians?: From the Revolution to the Age of Globalization
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The Ultimate Question: Driving Good Profits and True Growth
Loyalty Rules: How Today's Leaders Build Lasting Relationships
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Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
