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Description - The Tao of Loyalty by Ajit Rao

In today's business environment, people, rather than products, technology and processes, are increasingly becoming the crucial factor in differentiating profitable organizations from those that are not. It is therefore important to understand employee commitment and loyalty in organizations. This book begins by defining loyalty, the types of loyalty (emotional and behavioural) and how these can be measured and interpreted. The author discusses the potency of combining the two types of loyalty to segment employees into different categories which can then yield loyalty rankings. He goes on to discuss the elements that can be tweaked and managed and which impact on the loyalty scores of an employee. This book concludes with the processes involved in building accountability in order to ensure that everyone in the organization is aligned to, and expends energy in, building employee loyalty.

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Book Details

ISBN: 9780761935544
ISBN-10: 0761935541
Format: Paperback
(215mm x 139mm x 15mm)
Pages: 258
Imprint: SAGE Publications Inc
Publisher: SAGE Publications Inc
Publish Date: 7-Nov-2006
Country of Publication: United States

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Author Biography - Ajit Rao

Ajit Rao leads the Customer Experience domain for The Nielsen Company across the globe. He has extensive experience in the measurement and management of customer experience and loyalty. He worked with Gallup and IMRB (Kantar group) prior to joining Nielsen in 2010. He has close to 25 years of experience. After an initial stint in marketing and advertising, he has spent the last 20+years understanding service quality. He has worked with organizations in a wide range of sectors including telecom, retail, banking & insurance, hospitality, FMCG, and B2B. He has wide experience in the measurement and management of all the key stakeholders-customer, vendor, trade, employee, and internal customer. He has authored The Tao of Loyalty published by SAGE in 2006 and has also written several articles on the measurement and management of customer service and loyalty. He is Post Graduate in Economics and Management. His passion, besides customer satisfaction, is wildlife and he is an "amateur ornithologist." He has braved leeches, terrorists, storms, tigers, wild elephants to travel to "vague" places to see rare endemic birds in India. His ambition is to see and photograph all 1250 species of birds seen in India