Author: Mark Christensen
Let’s get right to the bottom-line:
A 5% increase in customer loyalty can boost profits by 25 to 85 percent.
This figure was first estimated in an 1990 HBR article by Reichheld and Sasser entitled “Zero Defections: Quality comes to Services” and then quoted in the watershed “Putting the Service-Profit Chain to Work” four years [...]

Posted on February 29th, 2008 by Guest
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