Format:
xviii, 197 pSeiten
,
Diagramme
ISBN:
9781440856563
,
1440856567
Content:
"Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks."--Publisher's description
Note:
Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative
Additional Edition:
Erscheint auch als Online-Ausgabe ISBN 978-1-440-85657-0
Language:
English
Subjects:
Economics
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