LOYALTY RULES: How Today's Leaders Build Lasting Relationships

Frederick F. Reichheld, Author, Harvard Business School Publishing, Manufactured by . Harvard Business School $27.50 (213p) ISBN 978-1-57851-205-8

Reichheld (The Loyalty Effect), director emeritus of Bain & Company, believes that companies today over-emphasize short-term profits at the expense of employees and customers. Reichheld offers six loyalty principles (employed by top-shelf companies such as Enterprise-Rent-a-Car and Dell Computer), including: "reward the right results"; "listen hard and talk straight"; "preach what you practice." Company profiles with comments from executives are particularly useful, though some examples have already been studied extensively (Southwest, Cisco). Nonetheless, the book makes a solid contribution. (Sept. 14)

Reviewed on: 08/27/2001
Release date: 09/01/2001
Genre: Nonfiction
Paperback - 240 pages - 978-1-59139-324-5
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