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This title in other editions

Loyalty Rules! How Leaders Build Lasting Relationships in the Digital Age

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Loyalty Rules! How Leaders Build Lasting Relationships in the Digital Age Cover

 

Synopses & Reviews

Publisher Comments:

In this provocative yet practical book, Fred Reichheld argues that loyalty provides the acid test for leadership in today's volatile business environment, and that most leaders deserve failing grades. In fact, the author is quick to highlight that less than half of today's employees believe their company deserves their loyalty. Reichheld's 1996 international bestseller, The Loyalty Effect, set out his theory and convincingly established the link between loyalty and bottom-line profits. In Loyalty Rules!, he moves from theory to practice, using vivid stories from many of today's most successful companies to illustrate how superior leaders create networks of mutually beneficial, trust-inspiring partnerships between customers, employees, suppliers, and investors. Reichheld's research demonstrates that effective leaders build relationships upon six bedrock principles of loyalty: Play to win/win: profiting at the expense of partners is a short cut to a dead end; Be picky: membership is a privilege; Keep it simple: complexity is the enemy of speed and flexibility; Reward the right results: worthy partners deserve worthy goals; Listen hard and talk straight: long-term relationships require honest, two-way communication and learning; and Preach what you practice: actions often speak louder than words but together, they are unbeatable.

About the Author

Frederick Reichheld is a director of Bain and Company in Boston. He is the author of The Loyalty Effect (over 125,000 copies sold), as well as several articles in the Harvard Business Review and The Wall Street Journal.

Product Details

ISBN:
9781578512058
Subtitle:
How Today's Leaders Build Lasting Relationship
Manufactured:
Harvard Business School Press
Manufactured:
Harvard Business School Press
Manufactured:
Harvard Business School Publishing
Author:
Reichheld, Frederick F.
Publisher:
Harvard Business Review Press
Location:
Boston
Subject:
Leadership
Subject:
Customer Service
Subject:
Entrepreneurship
Subject:
Customer relations
Subject:
Customer loyalty.
Subject:
Employee loyalty.
Edition Description:
Trade Cloth
Series Volume:
v. 75, no. 1
Publication Date:
20010901
Binding:
Hardback
Language:
English
Illustrations:
Yes
Pages:
213
Dimensions:
9.5 x 6.5 in 19 oz

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Related Subjects

Business » General
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Business » Writing
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