Column: True loyalty proved, not proclaimed

In “The Loyalty Effect,” Frederick Reichheld says the experts proclaim loyalty is dead, and the statistics seem to bear them out.

He reports that, on average, U.S. corporations now lose half of their customers in five years; half of their employees in four years; and half of their investors in less than one year.

“We seem to face a future in which the only business relationships will be opportunistic transactions between virtual strangers,” he says.

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