00503cam a22001574a 4500020002800000050002100028100002800049245007200077260005300149300003900202500002000241650002200261650002400283650002200307650001600329  a1578512050 (alk. paper)00aHF 5415.525bREI1 aReichheld, Frederick F.10aLoyalty rules! :bhow today's leaders build lasting relationships /  aBoston :bHarvard Business School Press,cc2001.  axiii, 213 pages :bIllustrations ;  aIncludes index. 0aCustomer loyalty. 0aCustomer relations. 0aEmployee loyalty. 0aLeadership.