Book Recommendation - Loyalty Rules!

Fewer than half of today’s employees believe that their companies deserve their loyalty. Web-empowered customers now defect more easily and more quickly than ever. Has loyalty become an outdated notion in today’s marketplace? Frederick Reichheld, author of Loyalty Rules!, argues that loyalty is still the fuel that drives financial success. Based on extensive research into companies from online start-ups to established institutions - including Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems, Dell Computer, Intuit, and more - Reichheld reveals six bedrock principles of loyalty upon which leaders build enduring enterprises.