Are your front-line workers undermining customer loyalty? (Customer Loyalty).(Brief Article)

Customer Interface, January, 2002 by Fraser, Sarah

Employee loyalty is not just a virtue - it's the key to profitable growth, and directly tied to customer loyalty. That's the finding of new Bain & Company research and a book by Bain & Company Fellow, Frederick Reichheld. Reichheld, author of "The Loyalty Effect," postulates that employee loyalty is especially important in today's uncertain economy, amid rampant layoffs and that keeping customers must be a priority for corporate growth.

He adds, "the only way a company can build a loyal customer base is by building committed relationships with the employees responsible for serving those customers." And, Reichheld goes a step further, saying that by keeping profitable customers and building relationships with them, the "loyalty leader" companies he...

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