Loyal Employees, Loyal Clients

Randy Giggard & Sabine Hoover

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Quick Overview

An acquisition is not a sure-fire success story: Inadequate due diligence, a flawed understanding of company culture or an ambiguous post-integration strategy can all derail large investments. By Randy Giggard and Sabine Hoover © 2011


FMI interviewed more than a dozen executives who have established best-in-class programs encompassing business development, customer loyalty and employee engagement principles. Most of these companies are still negotiating work with their clients and circumventing the low-bid game altogether. Discussions focused on what it takes to cement existing client relationships and how companies are reaching out to new customers in these challenging economic times.

Key highlights of the article include:

  • Why vision, value systems and corporate culture are key components to a comprehensive business development program.
  • The oldest trade around: customer relations. Insight and recommendations on how to facilitate customer relationships.
  • What best-in-class firms are doing to strengthen customer loyalty. Case studies include Gilbane, DPR and The Norwood Company.
  • Programming customer loyalty into your work: 10 approaches. Recommendations describing crucial, practical steps toward building a solid foundation for a successful customer loyalty program.
  • The power of emotionally invested employees. Engaged employees are the foundation for a successful customer loyalty and business development program.

Loyal Employees, Loyal Clients

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