Not just Synergy but Symbiosis

James J. Lynch

Chapter 10 in Customer Loyalty and Success, 1995, pp 265-287 from Palgrave Macmillan

Abstract: Abstract A loyal customer base is like a nuclear core, providing an inexhaustible source of renewed energy. But should it be taken for granted, not properly cared for, it will become a Chernobyl, destroying its begetter. Pan American Airways, IBM and Woolworths stores are but a few examples of companies which have paid the price of ignoring this lesson. As stated in the Preface, Ford Motors estimates that for every one point gained in owner loyalty there is a $100 million uplift in profits.

Keywords: Customer Satisfaction; Customer Loyalty; Customer Retention; Political Resistance; Customer Care (search for similar items in EconPapers)
Date: 1995
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DOI: 10.1057/9780230374713_10

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