Readers' Guide: What Business is Reading
St. Paul Pioneer Press 9/9/2001
by Phyllis Korkki
"Loyalty Rules!" is ranked number 1 of the top 10 business books in August as compiled by CEO-READ, a division of Milwaukee-based Harry W. Schwartz Bookshops. 1. "Loyalty Rules!" by Frederick F. Reichheld; Harvard Business School Press. A guidebook for building strong bonds with employees, customers and investors.

You'll get nothing without asking - or with asking
The Daily Telegraph  9/6/2001
by Michael Becket
Some chief executives have built up an enviable reputation and even a career in punditry merely through knowing when to move on. Only subordinates and successors realise the sage does not know his onions. Fred Reichheld's Loyalty Rules! says companies tend to forget the value of loyalty in employees and are losing as a result.

Loyal - to a fault
Boston Business Forward 9/4/2001
by Tom Ehrenfeld
Fred Reichheld has come out with a sequel to "The Loyalty Effect". His new title, "Loyalty Rules!" introduces six principles by which loyalty-based companies maintain their excellence.


August 2001

Loyalty and the war for talent
Financial Times 8/16/2001
by Richard Donkin
Frederick Reichheld, a director of Bain & Company, uses Harley-Davidson to illustrate the power of customer and employee loyalty in Loyalty Rules! How Today's Leaders Build Lasting Relationships. Anyone familiar with Mr Reichheld's previous book, The Loyalty Effect, will recognise the premium he places on workplace loyalty.

When loyalty erodes, so do profits
Business Week 8/3/2001
by Mara Der Hovanesian
Loyalty Rules!: How Today's Leaders Build Lasting Relationships, due out in September from Harvard University Press, finds that Corporate America doesn't grasp the relevance of employee loyalty to success. And its actions have alienated employees, who in turn alienate customers--and that hurts profits and growth. Author, Frederick Reichheld, finds that "revolving-door defections" have a clearly defined impact on profits.


July 2001

Lead for Loyalty
Harvard Business Review 7/1/2001
by Frederick Reichheld
The greater the loyalty a company engenders among its customers, employees, suppliers, and shareholders, the greater the profits it reaps. Most businesspeople today understand that. But what can an organization do to win and retain the allegiance of all those stakeholders?
Go to Harvard Business Review 


June 2001

Corporate loyalty isn't dead
BusinessWeek Online 6/26/2001
by Pamela Mendels
Some companies bend over backward to retain highly regarded employees in hopes that they'll return the favor and call the company home. It is these companies that will benefit greatly by identifying talented workers and turning them into a well-treated core workforce that will stick with the company, says Fredrick Reichheld, a director at consultants Bain & Co. and author of Loyalty Rules! How Today's Leaders Build Lasting Relationships, which is scheduled to be published by Harvard Business School Press in September.
Go to BusinessWeek Online 


May 2001

Family Values
Direct  5/15/2001
by Ray Schultz and Richard H. Levey
Countless executives learned the basic metrics of CRM from Frederick Reichheld's first volume, "The Loyalty Effect". In that benchmark work - over 200,000 copies of which have been sold worldwide - he argued that a 5% improvement in retention rates could boost your profits from 25% to 100%. Reichheld's new book, "Loyalty Rules!" will tell just how successful companies do that. Their secret? They value their own employees.
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