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Rules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism Hardcover – February 8, 2008
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From the Inside Flap
From the dynamic writing team whose classic bestseller, The One to One Future, launched the Customer Relationship revolution, Rules to Break and Laws to Follow brings the unique Peppers and Rogers perspective to the most important issues facing businesses today.
Based on their decades of experience working with leading companies around the world, Peppers and Rogers are kicking the business model up yet one more notch. Written in their hallmark conversational style, Rules to Break and Laws to Follow will help you make better decisions a dozen times a day:
Why short-termism drives your business, and what you can do to stop it while still paying the bills
Why new, interactive technologies mean that customer trust is more important today than it ever was before
How respectful disagreement and dissent within your business can lead to better decisions, more innovation, and an engaging workplace environment
How to recover your customers' trust after it is undermined by a PR disaster or some other problem
Why social networks of customers don't always act rationally, and how best to use such networks to benefit your organization
What kind of corporate culture you need to ensure that your employees create real value for your business even when no one's looking over their shoulders
How to create a "climate of innovation" at your firm to ensure a continuous flow of new ideas, product and service improvements, and creative decision-making
More About the Author
Don and Martha founded a management consulting firm, Peppers & Rogers Group, which now has consultants and offices on five continents and specializes in helping companies improve their customer-facing processes, from sales and marketing issues to customer service, communications, social media, and employee culture. They like to say their mission is "to make the world safe for customers."
Top Customer Reviews
With this latest book "rules to break & laws to follow" - I've read it in one day! - they follow their concept of demonstrating what real value to a company means.
I do like especially the introduction of an "employee/empowerment"-dimension which was a little bit missing until now.
Real great book. A must for all leaders and managers.
René F. Lisi
At the outset, this text does not beat around the bush. For example, in the first chapter the authors respond to the following first three rules to break by writing "No, no, no. No to all the above. These Rules to Break are really just assumptions about how business works, at the most basic level. They probably aren't written down anywhere in your strategy document, but they have almost certainly backed up your thinking and your company's actions for as long as you remember.": (1) "the best measure of success for your business is current sales and profit, (2) "with the right sales and marketing effort, you can always get more customers", and (3) "company value is created by offering differentiated products and services".
The authors further this instruction by pointing out that all of these assumptions are wrong. "If you operate according to these false assumptions, not only will your business fail to create much value, but you'll also soon find yourself trapped in a Crisis of Short-Termism. Everything you do will be so furiously centered on making today's numbers that you will become increasingly blinded to everything else.Read more ›
They've dared to question some of the most fundamental business tenants and then provided evidence that new ones have emerged, such as the critical need to build and maintain trust, the necessity of employee empowerment, and the power of social networking, just to name a few.
Yes, this book is enjoyable to read; but more importantly, it has real-life examples, practical advice, and executable strategies for those who dare to build great companies for the future, not just the next quarter.
Most Recent Customer Reviews
Reading this book is just like being in a business presentation by Don and Martha. The text flows very fluently, pouring real life examples drawn from their extensive experience... Read morePublished on July 6, 2008 by Fernando Pierry
Don and Martha continue to write about the customer experience from different viewpoints, each making great points and providing insight for both those who are recipients of that... Read morePublished on June 5, 2008 by Valerie Peck