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1) HBS Publishing: Ideas At Work: Lead for Loyalty: The greater the loyalty a company engenders among its customers,
employees, suppliers, and shareholders, the greater the profits it
reaps. Frederick Reichheld, a director emeritus of Bain & Company,
offers advice on improving loyalty that is based on more than a
decade of research. Primarily, he says, outstanding loyalty is the
direct result of the decisions and practices of committed top
executives with personal integrity.