Customer Loyalty Heskett Leadership Technology 
LDRLB
MAY 19, 2011
But I love the conclusion the study suggests about the link between employee performance and customer loyalty – a major principle of the Service-Profit Chain. One thing the authors suggest that is really interesting is that loyal customers can have an effect on how well these service employees do their job. Simmons, Ph.D.
Harvard Business Review
DECEMBER 14, 2011
Among the top performers on the 2011 World's Best Multinational Companies list are culturally-strong technology companies such as Microsoft, NetApp, SAS, and Google. Competitiveness, customer loyalty, innovation, and productivity — while critical to daily operations — trailed behind with each under 20 percent.
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