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Loyalty Rules: How Today's Leaders Build Lasting Relationships

3.68  ·  Rating details ·  41 ratings  ·  4 reviews
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, Th ...more
Paperback, 240 pages
Published September 1st 2003 by Harvard Business Review Press (first published August 10th 2001)
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Chad Warner
A decent book on how to earn loyalty from partners, including not only customers but also employees, investors, suppliers, and dealers. It's written for large companies, but the principles apply to small and mid-size companies too. There are plenty of specific examples from Dell, Vanguard, Harley Davidson, and other recognizable companies.

I liked the section identifying loyal customers as barnacles, and flighty customers as butterflies. It told how to identify both types, and how to reach barnac
...more
Niranjan Prasad
Jan 13, 2017 rated it it was ok
Most business books, except maybe a handful, can be summarised in a page or two. The exceptions are the classics, and they are indeed a handful. This book cashes in on the success of its predecessor, "The Loyalty Effect". Now while that book could have summarised in a couple of pages, I would rate it four stars, as it is full of anecdotes and examples that have entered the business canon on loyalty.

This book basically pushes a formula for "net promoter score", or NPS. It is intuitive, and has s
...more
Daniel
If you haven't read Reichheld and you are in some form of leadership role, you have missed an opportunity to add to your intellectual talents. Reichheld is the leader in understanding that loyalty exists all around us. What is frequently missing in far too many business/customer relationships is a "reason" to be loyal.
Jonathan
Jul 10, 2014 rated it liked it
pretty good. a few new insights for me.
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