The Loyalty Factor: Building Employee, Customer and Brand Loyalty

REFUEL, RECHARGE & REENERGIZE YOUR ORGANIZATION

The most powerful form of marketing -- word of mouth -- is within the walls of ever company. It's called loyalty, and successful leaders know its value.

Drawing on more than 25 years as an expert in the field, author Dianne M. Durkin shows you how to build a loyalty-driven organization from the inside out, based on this deceptively simple formula: Employee loyalty drives customer loyalty, which drives brand loyalty.

Durkin's book, The Loyalty Factor outlines the five essential steps to building the Loyalty Factor process, shows CEOs and mid-level managers how they can make or break a loyalty initiative, and provides a guide for managing in times of large-scale change or crisis.

The Loyalty Factor features case studies from some of American's most admired companies -- including Amgen, Best Buy, Green Mountain Coffee, KitchenAid, Kronos, Southwest Airlines, Tiffany, Timberland, and Whole Foods. Packed with proven methods for translating allegiance into bottom line results, this timely and practical book shows the power of loyalty in action!