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Not just Synergy but Symbiosis

In: Customer Loyalty and Success

Author

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  • James J. Lynch

Abstract

A loyal customer base is like a nuclear core, providing an inexhaustible source of renewed energy. But should it be taken for granted, not properly cared for, it will become a Chernobyl, destroying its begetter. Pan American Airways, IBM and Woolworths stores are but a few examples of companies which have paid the price of ignoring this lesson. As stated in the Preface, Ford Motors estimates that for every one point gained in owner loyalty there is a $100 million uplift in profits.

Suggested Citation

  • James J. Lynch, 1995. "Not just Synergy but Symbiosis," Palgrave Macmillan Books, in: Customer Loyalty and Success, chapter 10, pages 265-287, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-37471-3_10
    DOI: 10.1057/9780230374713_10
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