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CAPTURING LOYALTY: HOW MEASURE GEN PRFT SATISFIED CUSTS

Marketing

Business & Economics

Consumer Behavior

Gt Product Group

Binding Format

Marketing Imprint Name

B2B GT

CL Carton Count

Imprint Name

B2B & B2C

<P>Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business.</P>

Capturing Loyalty

COLFR

COLSO

COLJR

COLSR

Duration

Duration Unit Of Measure

Transaction Type

Front Cover.
Half Title Page.
Title Page.
Copyright Page.
Dedication.
Contents.
Foreword.
Preface: Consistency-Based vs. Delight-Based Customer Loyalty.
Acknowledgements.
1: Blinded by Delight: The Truth about Customer Loyalty.
2: Less Risk Means More Customer Profits.
3: Risks Lurk Everywhere.
4: Eliminate the Risks That Matter Most.
5: Making the Case for Making Things Easy.
6: Visionary Leaders Create the Imperative.
7: Informal Leaders Move Mountains from the Middle.
8: Products Must Fulfill Customer Expectations.
9: Always Keep Your Promises, Always.
10: Frontline Employees: Satisfaction's Ambassadors.
11: Supervisory Staff: Evangelists of Risk-Free Relationships.
12: Systems That (Em)power the Loyalty Mandate.
13: Stories to Reinforce What Matters to Customers.
14: The Train Wreck of Customer Loyalty Programs.
15: Customer Loyalty: An Institutional Imperative.
Postscript.
Notes.
Index.
About the Authors.

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Capturing Loyalty