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In her book The Loyalty Advantage, Diane Durkin covers some valuable ideas on loyalty.
Jeffrey Pfeiffer, of Stanford University said, “Companies that manage people right will out-perform companies that don’t by 30 – 40%”.
Diane believes employee loyalty drives customer loyalty which drives brand loyalty. Steven Covey said, “You can buy a person’s hands but you can’t buy his heart. His heart is where his enthusiasm and his loyalty are”.
The author of the Gallup Study First Break All the Rules, which analyzed interviews with one million employees and eighty thousand managers, summed up results firmly and concisely; “people leave managers, not companies. If you
have a turnover problem look first to your managers”.
Rudy Giuliani, former mayor of New York, said, “Leaders are made, not born. Leadership is a quality one can actually work to acquire”.
Kathleen D. Ryan and Daniel Oestreich, authors of Driving Fear out of the Workplace, found that almost all of the employees at the 350 companies they surveyed wanted to do what was best for their organizations.
Seven out of ten held back from contributing their ideas. Why? They were afraid that they would be ridiculed or no one would be interested.
Aug 29, 2026 
