TY  - BOOK
AU  - Reichheld,Frederick F.
TI  - Loyalty rules!: how today's leaders build lasting relationships 
SN  - 9781591393245 (pbk.) :
AV  - HF5415.525 .R45 2001
PY  - 2001///
CY  - Boston, MA
PB  - Harvard Business School Press
KW  - Customer loyalty
KW  - Customer relations
KW  - Employee loyalty
KW  - Leadership
N1  - Includes bibliographical references (p. 199-202) and index; 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
ER  -