Zero defections: quality comes to services
Frederick Reichheld and W. Earl Sasser argued in the Harvard Business Review that service companies should treat each lost customer as a defect, track defections and drive them down, because retained customers become more profitable over time. The article is widely remembered for a figure about how much profit a small cut in defections could add; that figure was not confirmed against the original and is not reported on this site.
Frederick Reichheld and W. Earl Sasser argued in the Harvard Business Review that service companies should treat each lost customer as a defect, track defections and drive them down, because retained customers become more profitable over time. The article is widely remembered for a figure about how much profit a small cut in defections could add; that figure was not confirmed against the original and is not reported on this site.
Written from the cited for its argument only; the article was not read in full.
What our sources record
Reproduced as it was written when this source was checked, figures and all.
Cited for its argument only. The widely quoted profit figure was not confirmed against the original and is not printed.