Published by:
Harvard Business Publishing
Length: 13 pages
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Abstract
This is an enhanced edition of the HBR article R0107E, originally published in July/August 2001. HBR OnPoint articles save you time by enhancing an original Harvard Business Review article with an overview that draws out the main points and an annotated bibliography that points you to related resources. This enables you to scan, absorb, and share the management insights with others. The greater the loyalty a company engenders among its customers, employees, suppliers, and shareholders, the greater the profits it reaps. Frederick Reichheld, a director emeritus of Bain & Co., offers advice on improving loyalty that is based on more than a decade of research. Primarily, he says, outstanding loyalty is the direct result of the decisions and practices of committed top executives with personal integrity. But beneath their surface variations lie six strikingly similar relationship strategies: 1) Preach what you practice, 2) play to win-win, 3) be picky, 4) keep it simple, 5) reward the right results, and 6) listen hard, talk straight.
About
Abstract
This is an enhanced edition of the HBR article R0107E, originally published in July/August 2001. HBR OnPoint articles save you time by enhancing an original Harvard Business Review article with an overview that draws out the main points and an annotated bibliography that points you to related resources. This enables you to scan, absorb, and share the management insights with others. The greater the loyalty a company engenders among its customers, employees, suppliers, and shareholders, the greater the profits it reaps. Frederick Reichheld, a director emeritus of Bain & Co., offers advice on improving loyalty that is based on more than a decade of research. Primarily, he says, outstanding loyalty is the direct result of the decisions and practices of committed top executives with personal integrity. But beneath their surface variations lie six strikingly similar relationship strategies: 1) Preach what you practice, 2) play to win-win, 3) be picky, 4) keep it simple, 5) reward the right results, and 6) listen hard, talk straight.