Fred Reichheld is our new Cool Friend. He has made loyalty—and its effect on growth, good profits, and lasting value—the focus of his work. His current book is The Ultimate Question. You can see more at his book website, join the discussion at his blog, or read his Cool Friend interview here.
Before blogging became all the rage, Tom was posting book reviews and Observations (essentially early blog posts) to this site. You can find the archives below.
What we're talking about
on the front page.