"The Wizardry of Customer Value: An action guide to measuring and managing loyalty"
By R. Eric Reidbach and Gordon W. McClung
(Published by Rhumb Line, Inc, 1998)

"Wizardry is a beneficial resource for companies embarking upon a customer value initiative as well as companies who face the challenge of advancing current customer value models for use in increasingly sophisticated strategic analysis."

Shelly Kiel, Director Customer Value Modelling and Analysis, Bellsouth Corporation

"Customer Retention: An Integrated Process for Keeping Your Best Customers"
by Michael W. Lowenstein
(Published by ASQ Quality Press, 1995)

This book presents the reasons customer retention is more powerful and effective than customer satisfaction. Contents include discussion on the six failures and five cures of customer product and service performance measurement, and planning and developing research instruments and reporting customer service measurements.

"The Loyalty Link: How Loyal Employees Create Loyal Customers"
by Denis C. McCarthy
(Published by John Wiley and Sons, Inc. 1997)

The author successfully presents a logical link between the loyalty of a company's employees and the creation of customer loyalty to that same company.  The theme of the book is that loyalty - between a business and its customers and between an employer and its employees - can be a major competitve advantage with a direct effect on increased profitablity.

"The Loyalty Effect.  The Hidden Force Behind Growth, Profits and Lasting Value"
by Frederick F. Reicheld (Published by Harvard Business School Press, 1996)

An indepth discussion of the dynamics underlying customer loyalty.  Reichheld, director at a strategy consulting firm with its own "loyalty practice," analyzes not only employee but also customer and investor loyalty and demonstrates the measurable results that strong loyalties have on corporate profits. Reichheld notes that traditional accounting systems do not show the "loyalty effect" and offers gauges that do. To make his case, he uses such companies as Lexus, John Deere, and Leo Burnett--the "loyalty royalty" --as examples.

"Customer Bonding: Pathway to Lasting Customer Loyalty"
by Richard Cross with contributions by Janet Smith
(Published by NTC Publishing Group, 1996)

A unique approach to creating lasting customer relationships beginning with awareness-building, this book explains how to build progressively stronger bonds - through reward systems, lifestyle involvement, value sharing, and empowerment networks. Dozens of case studies and real-life examples demonstrate how successful organisations have used customer bonding to improve loyalty.

"Customer Loyalty: How to Earn It, How to Keep It"
by Jill Griffin
(Published by Jossey-Bass Publishers, 1997)

Studies show that customer satisfaction does not equate with continued sales - it is the loyal customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

"The Customer Loyalty Pyramid"
by Michael W. Lowenstein

(Published by Greenwood Publishing Group, 1997)

This is the most proactive approach to customer loyalty. The book has been written and organised to provide innovative, practical, user-friendly approaches to customer loyalty, more committed and focused staff, and a stronger, more flexible company culture.

"Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitablity (AMA Management Briefing)"
by Keki R. Bhote
(Published by Amacom, 1996)

It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company's evolution toward building lasting customer loyalty, and it summarises the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers.

"The Quest for Loyalty: Creating Value Through Partnerships"
by Frederick F. Reichheld (Editor), Scott D. Cook
(Published by Harvard Business School Pr)

In The Loyalty Effect, Reichheld proved the economic case for loyalty. Now he presents a collection of articles and interviews from the Harvard Business Review that will help business leaders understand, integrate, and manage the various dimensions of loyalty in their own companies.