ロイヤルティ戦略論 [単行本]

"Reichheld outlines a strong argument for companies to develop policies that foster loyalty among customers and employers." - "Financial Times". 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. 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. --このテキストは、 ペーパーバック 版に関連付けられています。

本書の目的は、ロイヤルティの高いビジネス・リレーションシップを築くための実践的なハンドブックとなることである。

顧客、従業員、取引先、株主との長期的な関係こそ最重要資産である-。経営コンサルタント界の第一人者が語る、ロイヤルティの高いビジネス・リレーションシップを築くための実践的なハンドブック。

It's trendy these days to decry a lack of loyalty among employers, employees, customers, and even investors, and blame it for everything from drops in business profitability to the decline of civilized society. But Frederick F. Reichheld, a Bain & Company director emeritus, insists that loyalty lives--and, in fact, remains a major reason for the success enjoyed by some of the leading names in both the Old and New Economies. Loyalty Rules, his follow-up to 1996's The Loyalty Effect, shows how practices that built such relationships in organizations like Harley-Davidson, Enterprise Rent-a-Car, Cisco Systems, and the U.S. Marine Corps help improve the atmosphere for all concerned and aid in producing better bottom-line results. The bulk of the book focuses on specific, real-world applications of Reichheld's Six Principles of Loyalty: in "Preach What You Practice," for example, he outlines various ways that "loyalty leaders" can articulate relevant concepts while clarifying "how these same philosophical foundations are ... not just feel-good platitudes." Reichheld also includes sample questionnaires from his Acid Test Survey, a critical part of the prescribed diagnosis-and-remedy program that is freely available on the author's Web site. --Howard Rothman
--このテキストは、 ハードカバー 版に関連付けられています。

Loyalty Rules, OK? It's trendy these days to decry a lack of loyalty among employers, employees, customers and even investors, and tie it to everything from a drop in business profitability to the decline of civilised society. But Frederick F Reichheld, a Bain & Company director emeritus, insists that loyalty lives--and, in fact, remains a major reason for the success enjoyed by some of the leading names in both the Old and New Economies. Loyalty Rules, his follow-up to 1996's The Loyalty Effect, shows how practices that built such relationships in organisations such as Harley-Davidson, Enterprise Rent-A-Car, Cisco Systems and the US Marine Corps help improve the atmosphere for all concerned and aid everyone in producing better bottom-line results. The bulk of the book focuses on specific, real-world applications of Reichheld's Six Principles of Loyalty: in "Preach What You Practice", for example, he outlines various ways that "loyalty leaders" can articulate relevant concepts while clarifying "how these same philosophical foundations are ... not just feel-good platitudes". Reichheld also includes sample questionnaires from his Acid Test Survey, a critical part of the prescribed diagnosis-and-remedy program that is freely available in its complete forms on the author's Web site. --Howard Rothman --このテキストは、 ハードカバー 版に関連付けられています。

Reichheld (The Loyalty Effect), director emeritus of Bain & Company, believes that companies today over-emphasize short-term profits at the expense of employees and customers. Reichheld offers six loyalty principles (employed by top-shelf companies such as Enterprise-Rent-a-Car and Dell Computer), including: "reward the right results"; "listen hard and talk straight"; "preach what you practice." Company profiles with comments from executives are particularly useful, though some examples have already been studied extensively (Southwest, Cisco). Nonetheless, the book makes a solid contribution.

Copyright 2001 Cahners Business Information, Inc.

--このテキストは、 ハードカバー 版に関連付けられています。

"Reichheld outlines a strong argument for companies to develop policies that foster loyalty among customers and employers."

-Financial Times

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. 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.

--このテキストは、 ペーパーバック 版に関連付けられています。

"Loyalty rules at every level. Loyal employees in any company create loyal customers, who in turn create happy shareholders. The task process sounds easy but it's not, and it has defeated some of the bigger organizations of the twentieth century. Fred Reichheld admirably-and correctly- argues that the art of loyalty and relationship building provides us with the keys to making a modern organization actually work."
-Sir Richard Branson, Chairman, Virgin Group

"Reichheld's previous work proved that people and profits needn't be at odds-they can, in fact, be mutually supportive. Now, Loyalty Rules! provides the tools for leaders to implement this simple yet revolutionary concept and help ensure long-term success. Through concrete actions and winning strategies, Reichheld shows how people at all levels of an organization can promote loyalty and, in turn, create greater outcomes for all stakeholders. A valuable message for both the public and the private sector."
-Richard A. Gephardt, House Democratic Leader

"Once again, Fred Reichheld clearly demonstrates the importance of building customer loyalty. He provides rigorous checklists and compelling real-life examples that prove loyalty building is not only good business, it's also good corporate citizenship. This is a philosophy we live by at L.L. Bean, and one with which I couldn't agree more."
-Leon A. Gorman, President, L.L.Bean

"In The Loyalty Effect, Fred Reichheld showed us that indeed, loyalty 'is the hidden force behind growth, profits, and lasting value'-the intangible that binds an organization together and manifests the strength and quality of its culture. In Loyalty Rules!, he identifies and illustrates the simple rules and timeless principles that cultivate this hidden force and bring lasting value to enterprises that can implement and master them."
-Robert T. Herres, General, U.S. Air Force (retired), and Chairman, USAA

--このテキストは、 ハードカバー 版に関連付けられています。

Frederick F. Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow, and the author of The Loyalty Effect (HBS Press, 1996).

--このテキストは、 ペーパーバック 版に関連付けられています。

ライクヘルド,フレデリック・F.
ベイン・アンド・カンパニー名誉ディレクター。ハーバード大学卒業後、ハーバード・ビジネススクールにてMBA取得。ベイン・アンド・カンパニーディレクターを経て現職

伊藤 良二
ベイン・アンド・カンパニーディレクター兼日本支社長。情報通信、エレクトロニクス、メディア・エンタテインメントから小売、食品、ヘルスケアに至る広範な分野でグループ戦略、企業変革や事業提携戦略のコンサルティング業務に従事。慶応義塾大学大学院政策・メディア研究科教授を兼任

沢崎 冬日
株式会社エァクレーレンで翻訳に従事。東京大学文学部卒業(本データはこの書籍が刊行された当時に掲載されていたものです)