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Integrity For You, Inc. is committed to the principles and practices of proactive customer retention and search out the experts in the field for guidance and additional knowledge.  Integrity For You, Inc. has based its programs around the authors' materials presented below. 

Note: No endorsement should be assumed by their presence on the IFY web site.

 

Fred Reichheld is a director emeritus of Bain & Company and a Bain Fellow. He is the founder of the firm’s Loyalty Practice. His pioneering work in the area of customer, employee and investor retention has quantified the linkage between value, loyalty and profits. This work forms the conceptual foundation for the Loyalty Practice (unique among the major consulting firms) which helps clients to achieve superior results through improvements in customer, employee and investor loyalty.


Founded in 1973, Bain & Company has grown to become one of the world’s leading strategy consulting firms by helping clients achieve practical, implementable results. With 2,800 employees located in 26 offices around the world, the firm serves a broad range of strategic needs of large, multinational clients.

Mr. Reichheld joined Bain in 1977 and was elected to the partnership in 1982. In addition to founding and leading the Loyalty Practice, he has served the firm in a variety of roles including membership on its Worldwide Management, Nominating, and Compensation Committees. In January, 1999, he was elected the firm’s first Bain Fellow.

Mr. Reichheld is a frequent speaker to major business forums and groups of senior executives worldwide. His work has been featured in leading publications including the New York Times, Business Week, Fortune and The Economist, and his publications include widely read articles in the Harvard Business Review and Wall Street Journal. His book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Harvard Business School Press, 1996) has become an international bestseller. His latest book, Loyalty Rules! How Today’s Leaders Build Lasting Relationships, will be published by Harvard Business School Press in September, 2001.

Fred Reichheld graduated with Honors both from
Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).

Michael Lowenstein, CPCM, is managing director of Customer Retention Associates, a customer and staff loyalty program development, research, and consulting firm located in Collingswood, New Jersey (www.customerloyalty.org).

  With over thirty years’ management and consulting experience in customer and staff loyalty research, CRM, loyalty program development, customer win-back, service quality, customer-driven corporate culture, and strategic marketing and planning to draw on, he is an active international conference speaker and keynoter, workshop facilitator, and trainer, and he is a regular featured contributor to two customer loyalty newsletters.  He also provides commentary to several professional CRM sites on the Internet. 

Lowenstein is the author of two widely-regarded books:  Customer Retention: Keeping Your Best Customers (1995), and The Customer Loyalty Pyramid (1997).  He is also co-author of Customer WinBack: How to Recapture Lost Customers – and Keep Them Loyal (2001).  Additionally, he is a contributing author to Redefining Consumer Affairs (Society of Consumer Affairs Professionals,1995), The Answer Book for Customer Service Managers (Bureau of Business Practice/International Customer Service Association, 2000), and he has written the Afterword for Customer.Community:  Unleashing the Power of Your Customer Base (2002).  He is currently developing a new book on data quality and co-authoring an updated international edition of a complaint management book.

   Lowenstein has been a customer loyalty instructor for Pennsylvania State University and the American Management Association; and he holds an M.B.A. degree in marketing from the University of Pittsburgh, and a B.S. degree in economics and marketing from Villanova University.  He is listed in several regional, national, international, and professional Who’s Who editions.  His clients include First Union, Comcast, Baptist Health Care, Toyota, Prudential, Westvaco, Cigna, Charles Schwab, Borg-Warner, Sygma, Metropolitan Life, Microsoft, Alliance of Community Health Plans (ACHP), Daimler-Chrysler, and Georgia-Pacific.

  Customer Retention Associates specializes in helping clients optimize customer loyalty and value through customer and staff loyalty research, loyalty program development and refinement, loyalty action training for front-line staff and management, and customer save and win-back protocol development.  The company is a founding member of the CRM International Consortium (CRMIC), an affiliation of independent CRM and customer loyalty practitioners from around the world, which is based in London.  The mission of CRMIC is to offer leading-edge customer loyalty and value solutions.