We now know that building Customer Loyalty is key to success in any organization.

The philosophy was first articulated by Fredreich Reicheld – who studied the relationship between three factors - customer satisfaction, customer loyalty and profits. (Bain & Company)

He stated several facts that seem glaringly clear now, but until then, had not been clearly stated.

Tom Peters, author of the seminal business bible – ‘In Search of Excellence’, described great management ideas as ” a blinding flash of the obvious” - because they’re so right, so simple and so obvious. (more…)