“Un’affascinante e comprensibile sintesi di principi di business, tecnologia, sociologia e buonsenso. Rules to Break and Laws to Follow mostra in maniera convincente la connessione tra la fiducia del cliente e i profitti di business e spiega come crearla. Questo testo dovrebbe essere sulla lista dei libri da leggere”

Di seguito alcune recesioni da Amazon.com:

"Harnessing the power of connected customers and networked employees is now the key to success and that"s what this book is all about." (Bookviews.com, April 2008)

"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you"ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they"re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."
-Stephen M. R. Covey, bestselling author of The Speed of Trust: The One Thing That Changes Everything

"Over the years, Peppers and Rogers have given me valuable advice about navigating the changing business landscape. This book is a must-read for managers who want to empower their employees and customers to?make change their ally."
- Jim McCann, founder and CEO of 1-800-FLOWERS.COM

"Highly readable and entertaining. Make sure everybody in your firm reads this book by last Friday."
- Dror Pockard, CEO of eglue

"In a time when most companies are built to flip, Peppers and Rogers have planted a stake in the ground to help you survive past the next round of financing or consumer fad. Knowing what rules to break is arguably even more important than what?laws to follow, and this book imparts?knowledge for both."
- Guy Kawasaki, cofounder of Truemors and author of The Art of the Start

"Peppers and Rogers have created the unthinkable: an enjoyable wake-up call! Their book serves up one compelling and provocative idea after another, and the authors enjoy debunking some of our most deeply ingrained business beliefs. Read this book and your customers will thank you."
- Dan Heath, coauthor of Made to Stick: Why Some Ideas Survive and Others Die

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

From the Back Cover

"A fascinating, highly readable synthesis of business principles, technology, sociology and common sense, Rules to Break and Laws to Follow persuasively shows the connection between customer trust and business profits, and then explains how to make it happen. As a bonus, you"ll learn how to make your company more innovative, how to ensure your employees actually enjoy what they"re doing, and how to deal with the kinds of service and quality breakdowns that occasionally plague any company, even a well-managed one. This book should be on your required reading list."

About the Author

Don Peppers & Martha Rogers, PhD, are the founding partners of Peppers & Rogers Group and 1to1® Media, the world"s premier customer-focused consultancy and award-winning publishing company, now part of Carlson Marketing Worldwide. In addition to hundreds of trade and academic articles appearing in publications including Harvard Business Review, they are the coauthors of the bestselling "1to1" series of business books, available in seventeen languages. In addition, they have written a comprehensive graduate-level textbook, Managing Customer Relationships. Their most recent book was the highly successful Return on Customer, challenging companies to measure business success entirely differently, and documenting the customer base as a revenue-producing asset for businesses, capable of driving a company"s long-term economic worth. Peppers and Rogers have been cited on numerous lists of thought leaders and business gurus, and serve on several boards.