“Reichheld has delivered a key which can unlock the elusive feel-good factor. With sound advice on every page, supported by powerful argument, he has written what deserves to become a business classic.” — Richard Donkin, Financial Times “The Loyalty Effect absolutely nails the essence of what it takes to be customer driven. At Intuit, these are concepts we use, and aspire to.” —Scott Cook, Co-Founder, Intuit, Inc. “Forget all the buzzwords! Reichheld’s work on the economics and impact of loyalty is absolutely fundamental to today’s business leaders.” — Robert E. Hallagan, President & CEO, Heidrick & Struggles, Inc. “The Loyalty Effect speaks to the most important business principle in the world: maintaining a company’s relationship with its best and most profitable customers. The economics of this proposition are so compelling, one is shocked to note how few companies pursue its disciplines. You had better put it to work, lest your competitors beat you to it.” — Thomas G. Stemberg, Chairman and Chief Executive Officer, Staples, Inc. “The Loyalty Effect provides clear evidence that good ‘old-fashioned’ principles of management still drive superior performance.” — Leonard A. Schlesinger, George Fisher Baker, Jr. Professor, Harvard Business School “An outstanding book.” — Carl Sewell, Author of Customers for Life “Reichheld turns the conventional wisdom about loyalty on its ear. He makes a strong case that companies should start treating loyalty as the fuel that will power their future success rather than as a fossil of the past.” — Gerald H. Taylor, President and COO, MCI Communications Corporation “This book should be required reading at business schools.” — Computerworld “Finally - a book on how to achieve outstanding results in business by building trust and loyalty. Should be required reading for every executive interested in long term success.” — Jim Ericson, CEO, Northwestern Mutual Life
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