Rules to Break and Laws to Follow by PeppersRules to Break and Laws to Follow: How Your Business Can Beat the Crisis of Short-Termism, by Don Peppers and Martha Rogers [John Wiley, 2008]

“Customer gurus Peppers and Rogers continue their mantra that customer focus is essential for organizational success. Managers must break away from three common practices that result in a misguided emphasis on what the authors term “short-termism” and instead focus on establishing and maintaining customer trust to achieve long-term success. Peppers and Rogers present illustrative examples of the fate of organizations that fail to understand customer trust, offering practical guidance on how it can be developed. In addition to examining familiar themes (e.g., employee empowerment and innovation) as part of customer trust, they introduce and explore more original issues, e.g., approaches for valuing customer trust and maintaining it in an age characterized by unprecedented access to customer feedback. Summing Up: Highly recommended.” Choice, 2008.