How Today's Leaders Build Lasting Relationships
By (author) Frederick F. Reichheld
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Loyalty Rules! by Frederick F. Reichheld
Book DescriptionIn 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.
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Book DetailsISBN: 9781591393245
(234mm x 157mm x 18mm)
Imprint: Harvard Business Review Press
Publisher: Harvard Business Review Press
Publish Date: 1-Sep-2003
Country of Publication: United States
Books By Author Frederick F. Reichheld
Ultimate Question 2.0, Hardback (September 2011)
Reveals the question most critical to your company's future: 'Would you recommend us to a friend?'. This title provides a blueprint for long-term growth and success.
Loyalty Rules!, Hardback (August 2001)
Uses stories from a range of top companies to illustrate why building loyalty is more important than ever - and how to do it.
Loyalty Effect, Paperback (August 2001)» View all books by Frederick F. Reichheld
The business world seems to have given up on loyalty: many major corporations now lose - and have to replace - half their customers in five years, half their employees in four, and half their investors in less than one. This work shows why companies that ignore these defections face a dismal future of low growth, and shortened life expectancy.
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Author Biography - Frederick F. Reichheld
Frederick Reichheld is a director of Bain & 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.
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