By Frederick F. Reichheld
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Extra resources for Loyalty rules! : how today's leaders build lasting relationships
The following lines from Cook’s introduction to the 1998 report demonstrate that Intuit stands for much more than simply creating value for the shareholder: With our business partners, Intuit takes a team approach, helping each partner succeed and thereby helping the partnership succeed, a winwin-win approach. We actively seek solutions where Intuit wins, our partners win, and our customers win. 26 Cook believes that achieving superior financial results does not require making trade-offs with values.
Taylor describes it in terms of loyal relationships: At Enterprise, loyalty is everything. If we don’t satisfy customers so that they come back, we can’t build the business. If we don’t have happy, well-informed employees who feel bonded with the company’s success, we won’t deliver the kind of excellent service that satisfies customers. 1 Enterprising Strategy Enterprise’s loyalty-based strategy is so successful precisely because it is unique. Taylor explains, “A major difference between Enterprise and our 21 Loyalty Leadership competitors is that their business is cars and ours is people.
Veteran employees throughout the organization can recite them by memory, and they are handed out to newcomers on laminated plastic cards. The credo is short and direct: ■ Tell the truth. ■ Be fair. ■ Keep your promises. ■ Respect the individual. ■ Encourage intellectual curiosity. Picture the irony here. Many employees, including most of the executive team, own and ride Harley motorcycles; if you walk through a factory, you’ll see a crew that could double as extras for Brando’s classic The Wild One.
Loyalty rules! : how today's leaders build lasting relationships by Frederick F. Reichheld