978-1-59139-324-5 / 1591393248

Loyalty Rules: How Today's Leaders Build Lasting Relationships

by Frederick F. Reichheld

Publisher:Harvard Business Review Press



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About the book:

Loyalty Rules, OK? It's trendy these days to decry a lack of loyalty among employers, employees, customers and even investors, and tie it to everything from a drop in business profitability to the decline of civilised society. But Frederick F Reichheld, a Bain & Company director emeritus, insists that loyalty lives--and, in fact, remains a major reason for the success enjoyed by some of the leading names in both the Old and New Economies. Loyalty Rules, his follow-up to 1996's The Loyalty Effect, shows how practices that built such relationships in organisations such as Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems and the US Marine Corps help improve the atmosphere for all concerned and aid everyone in producing better bottom-line results. The bulk of the book focuses on specific, real-world applications of Reichheld's Six Principles of Loyalty: in "Preach What You Practice", for example, he outlines various ways that "loyalty leaders" can articulate relevant concepts while clarifying "how these same philosophical foundations are ... not just feel-good platitudes". Reichheld also includes sample questionnaires from his Acid Test Survey, a critical part of the prescribed diagnosis-and-remedy program that is freely available in its complete forms on the author's Web site. --Howard Rothman

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