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Product Description
Amazon.co.uk Review
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
Book Description
Builds on the core concepts that proved so popular in Reichheld's first book, The LoyaltyEffect, a Business Week bestseller, in which he convincingly established the link between loyalty and bottom-line profits. Loyalty Rules! uses vivid stories from a range of top companies to illustrate why building loyalty is more important than ever and how to do it.
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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
Book Description
Builds on the core concepts that proved so popular in Reichheld's first book, The LoyaltyEffect, a Business Week bestseller, in which he convincingly established the link between loyalty and bottom-line profits. Loyalty Rules! uses vivid stories from a range of top companies to illustrate why building loyalty is more important than ever and how to do it.
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Inside This Book
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First Sentence
Loyalty, the key to success in today's economy? Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Loyalty, the key to success in today's economy? Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover