"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
?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