Research Catalog

Title

Loyalty rules! : how today's leaders build lasting relationships / Frederick F. Reichheld.

Author

Reichheld, Frederick F.

Publication

Boston : Harvard Business School Press, [2001], ©2001.

Items in the Library & Off-site

Holdings

Details

Description

xiii, 213 pages : illustrations; 24 cm

Summary

• "Fewer than half of today's employees believe that their companies deserve their loyalty. Web-empowered customers now defect more easily and more quickly than ever. Has loyalty become an outdated notion in today's marketplace?".
• "Fred Reichfield, argues that loyalty is still the fuel that drives financial success - even, and perhaps especially, in today's volatile, high-speed economy - but that most organizations are running on empty. Why? Because leaders too often confuse profits with purpose, taking the low road to short-term gains at the expense of employees, customers, and ultimately, investors.
• In a business environment that thrives on networks of mutually beneficial relationships, says Reichfield, it is the ability to build strong bonds of loyalty - not short-term profits - that has become the "acid test" of leadership.".
• "Based on extensive research into companies from online start-ups to established institutions - including Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems, Dell Computer, Intuit, and more - Reichheld reveals six bedrock principles of loyaty upon which leaders build enduring enterprises."--BOOK JACKET.

Subject

• Customer loyalty
• Customer relations
• Employee loyalty
• Leadership

Bibliography (note)

• Includes bibliographical references (p. 199-202) and index.

Contents

1. Timeless Principles -- 2. Loyalty Leadership -- 3. Play to Win/Win -- 4. Be Picky -- 5. Keep It Simple -- 6. Reward the Right Results -- 7. Listen Hard, Talk Straight -- 8. Preach What You Practice.

ISBN

1578512050 (alk. paper)

LCCN

2001024195

OCLC

• ocm46402012
• SCSB-4180095

Owning Institutions

Columbia University Libraries