Books about Loyalty from Amazon.com

Salespeople hate to read. That's why Little Red Book of Selling is short, sweet, and to the point. It's packed with answers that people are searching for in order to help them make sales for the moment--and the rest of their lives..
Price: $8.95 [Notify me when price goes down.]

Management Lessons from Mayo Clinic reveals for the first time how this complex service organization fosters a culture that exceeds customer expectations and earns deep loyalty from both customers and employees. Service business authority Leonard Berry and Mayo Clinic marketing administrator Kent Seltman explain how the Clinic implements and maintains its strategy, adheres to its management system, executes its care model, and embraces new knowledge - invaluable lessons for managers and service providers of all industries.

Drs. Berry and Seltman had the rare opportunity to study Mayo Clinic's service culture and systems from the inside by conducting personal interviews with leaders, clinicians, staff, and patients, as well as observing hundreds of clinician-patient interactions. The result is a book about how the Clinic's business concept produces stellar clinical results, organizational efficiency, and interpersonal service.

By examining the operating principles that guide every management decision at this legendary healthcare institution, the authors

• Demonstrate how a great service brand evolves from the core values that nourish and protect it
• Extrapolate instructive business lessons that apply outside healthcare
• Illustrate the benefits of pooling talent and encouraging teamwork
• Relate historical events and perspectives to the present-day Mayo Clinic
• Share inspiring stories from staff and patients

An innovative analysis of this exemplary institution, Management Lessons from Mayo Clinic presents a proven prescription for creating sustainable service excellence in any organization.

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Price: $17.52 [Notify me when price goes down.]

CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors—customers who complain loudly about the company and switch to competitors at the earliest opportunity.

Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice.

Practical and compelling, this is the one book—and the one tool—no growth-minded leader can afford to miss..
Price: $10.46 [Notify me when price goes down.]

To longtime sales and customer-service pro Jeffrey Gitomer, boasting about a near-perfect customer-satisfaction rating of 97.5 percent is a major mistake "That means 2.5 percent of your customers are mad and they're telling everyone. And 97.5 percent of your customers will shop anyplace the next time they go to market for your product or service." Based on a philosophy that's been developed through his syndicated business columns and the more than 150 seminars that he gives each year to companies such as Radisson, Sony, NationsBank, and Time Warner Cable, the book outlines his formula for making customers so faithful they "will fight before they switch--and they will proactively refer people to buy from you." Regularly employing oversized type in screaming bold fonts to grab the reader's attention, Gitomer breathlessly recounts his start-to-finish approach to becoming "memorable" to consumers along with illustrative tales of his own encounters with particularly egregious examples of poor service. All of this is bolstered by an ongoing sampling of his inspirational quips and a variety of self-evaluating quizzes designed to pinpoint individual strengths and weaknesses. Take a deep breath, read it straight through, and prepare to delight thy customer! --Howard Rothman.
Price: $9.50 [Notify me when price goes down.]

In 21st-century New York City, tough-as-nails cop Eve Dallas can survive a bombing, seduce her husband, and outsmart a terrorist--all on four hours of sleep. In this latest installment of the In Death series, author J.D. Robb (a.k.a. Nora Roberts) casts our heroine against an enigmatic group of terrorists named Cassandra. With no clear motivation or demands, Cassandra feeds on the thrill of senseless killing and the calculated destruction of Eve's world.

Relying on her own brawn and brains, as well as that of her aid Peabody and her husband Roarke, Eve begins to unravel a mystery that began decades before. When the killer's threats land close to home, Eve knows she has no choice but to gamble her own life for the chance to save her city as well as her loved ones.

J.D. Robb's combinations of mystery, suspense, and romance keep the fans of this series clamoring for more, and Loyalty in Death has equal amounts of each. While the passion between Eve and Roarke is as good as ever, the introduction of a new romantic element certainly turns up the heat and is a welcome twist. Though the evil-terrorist-in-NYC theme has been done before (most recently in The Siege), these beloved characters put up a good fight, and keep us glued to the pages. --Nancy R.E. O'Brien.
Price: $3.87 [Notify me when price goes down.]

In From Baghdad, With Love: A Marine, the War, and a Dog Named Lava, Jay Kopelman tells a story that is both tender and thought-provoking--candidly portraying the ugly conditions in wartime Iraq, while also describing his (and his fellow Marines') growing attachment to a scruffy stray puppy. Here Jay Kopelman answers a few questions about his aspirations as a writer, and the effect his book has had on readers.

Questions for Jay Kopelman

Amazon.com: Before you met Lava and had this experience smuggling him out of Iraq, did you ever have ambitions to write a book?

Jay Kopelman: Yes, I'd considered writing a book previously and have started--but not finished--a novel. Not surprisingly, it's a military murder mystery. And I'm still hoping to get it published. I've also been offered a deal by my publisher to write another book. So I guess I'm now officially an author.

Amazon.com: How has the military responded to it given that you broke a number of rules during your adventure with Lava?

Jay Kopelman: I've actually not had any real feedback from the military establishment. In fact, mostly I only get the good-natured ribbing from my contemporaries about how much money I'll make or about who will play me in the movie. When the story first broke a year and a half ago, one of the generals jokingly asked me for an autograph, and I've given the previous commanding general for the 1st Marine Expeditionary Force a signed galley. So, thus far, there's been nothing "official" to which I've had to respond. We'll see what happens now that the book is released and there's going to be a media blitz surrounding the book. What you have to remember, though, is that I really didn't use military assets to get Lava home. Nor did I ever endanger anyone in the military while doing so.

Amazon.com: In the book, you say that you would like it if it can bring hope to people who've lost loved ones in Iraq by showing them how something positive can come out of a brutal situation. Have you heard from people that your book has made them feel better?

Jay Kopelman: I've not yet heard from anyone who's lost a loved one in Iraq or Afghanistan, but I have heard from a counselor who works with the returning Marines at Camp Lejeune, North Carolina, who said she finds the story so very positive and helpful. She's planning to come to the book signing there. I also got an e-mail from a Marine who said that while her unit was in Iraq, they adopted a puppy and tried to bring it home, but he was ultimately put down. She says that the Marines "remember how Charlie the dog helped us. Charlie will always be loved. During a time when we were far from home that dog made us smile." So, I suppose Lava's story does help people remember and gives them hope. I've also heard from people who appreciate my candor describing the conditions in Iraq.

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Price: $4.49 [Notify me when price goes down.]

What's The Secret? finally answers the question and reveals how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis while the majority of businesses struggle with getting much smaller teams to do it right. But this book doesn't just reveal what the best customer service companies do; it reveals how they do it. After all, that's the hard part. Author John DiJulius, considered the authority on customer service, has cracked the code through his extensive experience at helping large companies deliver superior service, and he knows the best practices of the world-class customer service companies. Now, he shares that inside knowledge and shows readers how to emulate these high standards of service in their own businesses, no matter how small or how large. With proven action steps and non-negotiable customer service standards, any business owner or leader can differentiate their business by becoming a customer service powerhouse..
Price: $15.54 [Notify me when price goes down.]

Loyalty is by no means dead. In fact the principles of loyalty . . . are alive and well at the heart of every company with an enduring record of high productivity, solid profits, and steady expansion.
From The Loyalty Effect

The business world seems to have given up on loyalty: many major corporations now lose-and have to replace-half their customers in five years, half their employees in four, and half their investors in less than one. Fred Reichheld's national bestseller The Loyalty Effect shows why companies that ignore these skyrocketing defections face a dismal future of low growth, weak profits, and shortened life expectancy. Reichheld demonstrates the power of loyalty-based management as a highly profitable alternative to the economics of perpetual churn. He makes a powerful economic case for loyalty-and takes you through the numbers to prove it. His startling conclusion: Even a small improvement in customer retention can double profits in your company. The Loyalty Effect will change the way you think about loyalty, profits, and the nature of business.

Fred Reichheld is a Director Emeritus of Bain & Company and a Bain Fellow. He is also the author of Loyalty Rules!.

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Price: $7.29 [Notify me when price goes down.]