Reichheld, Frederick F. Loyalty rules! : how today's leaders build lasting relationships / Frederick F. Reichheld. - Boston : Harvard Business School Press, c2001. - xiii, 213 p. : ill ; 24 cm. Includes bibliographical references and index. ISBN: 1578512050 (alk. paper) LCCN: 2001024195 Subjects--Topical Terms: Customer loyalty.Customer relations.Employee loyalty.Leadership. LC Class. No.: HF5415.525 / .R45 2001 Dewey Class. No.: 658.8/12