Frederick F. Reichheld Bücher

Wesentlicher als Reengineering, TQM oder Lean Management beeinflußt das Maß an Loyalität den Erfolg eines Unternehmens. Und dies auf allen Ebenen: Kunden, Mitarbeiter und Investoren. Frederick F. Reichheld legt die Prinzipien dar, die Wertschöpfung, Loyalität, Wachstum und Gewinne verbinden. Am Beispiel großer Unternehmen, wie Toyota oder Leo Burnett, zeigt er, wie die Anwendung dieser Prinzipen zu unangreifbaren Reservaten treuer Kunden, engagierter Mitarbeiter und begeisterter Aktionäre führt. Er beschreibt Werkzeuge, welche Unternehmen helfen, die richtigen Kunden zu finden und zu erhalten. Wichtig dabei ist, daß Kundenloyalität unauflösbar mit der Loyalität von Mitarbeitern und Investoren verbunden ist. Bedeutende Verbesserungen auf der Kundenseite erfordern oft Verbesserungen der beiden anderen Faktoren. Firmen, die dies erkannt haben, steigern ihre Produktivität, indem sie die richtigen Mitarbeiter anheuern und deren loyalitätsfundierte Entlohnung und Karrierewege strukturieren. Strategische Vorteile bringt langfristig die auf Wertschöpfung, Loyalität und Partnerschaft ausgerichtete Geschäftsführung. Mit stichhaltigen Argumenten und überzeugenden Zahlen belegt Reichheld, daß ein konsequent auf Loyalität ausgerichtetes Management eine äußerst profitable Alternative zur Betriebswirtschaft des ständigen Verschleißes bildet.

Loyalty serves as a critical measure of leadership effectiveness in today's business landscape, according to Fred Reichheld. He reveals that many leaders fail to earn their employees' loyalty, with less than half feeling their company is deserving. Building on his previous work, he shares practical insights and success stories from top companies, emphasizing six core principles of loyalty: fostering win/win scenarios, valuing selective partnerships, simplifying processes, rewarding meaningful achievements, maintaining open communication, and aligning actions with words.

"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher.

Focusing on loyalty as a crucial leadership quality, the author argues that many leaders fail to earn employee commitment. Drawing from his previous work, he emphasizes the connection between loyalty and profitability. Through engaging examples from successful companies, he illustrates how effective leaders foster trust-based partnerships among stakeholders. Reichheld outlines six foundational principles of loyalty, including the importance of mutual benefit, simplicity, rewarding deserving partners, open communication, and aligning actions with words.

CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors—customers who complain loudly about the company and switch to competitors at the earliest opportunity. Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book—and the one tool—no growth-minded leader can afford to miss.