The Loyalty Effect
is a 1996 book
by Fred Reichheld
of the consulting firm Bain & Company
, and the book's title is also sometimes used to refer to the broader loyalty business model
as a whole. Reichheld's book was exceptionally popular with marketing
and customer relationship management
professionals, and as such the phrase "loyalty effect" has become synonymous in some circles with the more generic concepts covered by the loyalty business model.
In 2001, Reichheld penned a sequel to the book called Loyalty Rules! and released a revised edition of the original work.
- Reichheld, Frederick F. The Loyalty Effect, Harvard Business School Press, 1996. (Revised 2001)
- Reichheld, Frederick F. Loyalty Rules!, Harvard Business School Press, 2001.