Loyalty rules

How today's leaders build lasting relationships

Frederick F. Reichheld

224 pages, parution le 22/09/2003

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Résumé

In this provocative yet practical new 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.

Timeless Principles
Loyalty Leadership. Putting Principles into Practice
Play to Win/Win. Profiting at Your Partners' Expense Is a Shortcut 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, Talk Straight. Long- Term Relationships Require Honest,
Two-Way Communication and Learning
Preach What You Practice. Actions Often Speak Louder than Words, but Together They Are Unbeatable
Appendix
Notes
Index
About the Author

L'auteur - Frederick F. Reichheld

Frederick F. Reichheld est directeur du cabinet conseil en stratégie Bain et Company.

Caractéristiques techniques

	PAPIER
Éditeur(s)	Harvard Business School Press (HBS)
Auteur(s)	Frederick F. Reichheld
Parution	22/09/2003
Nb. de pages	224
Format	14,5 x 22,7
Couverture	Broché
Poids	325g
Intérieur	Noir et Blanc
EAN13	9781591393245
ISBN13	978-1-59139-324-5