Customer Loyalty: How to Earn It, How to Keep It

ISBN-13: 9780787963880 / Angielski / Miękka / 2002 / 272 str.

Jill Griffin; Robert T. Herres

Opis

You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz.

Recenzje

"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." ––From Harvard Business School Working Knowledge

Spis treści

Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA).

About the Author.

Preface.

Acknowledgments.

1. Customer Loyalty: The Way to Many Happy Returns.

2. A Closer Look at Loyalty.

3. Growing a Loyal Customer: The Seven Key Stages.

4. Turning Suspects into Qualified Prospects.

5. Turning Qualified Prospects into First–Time Buyers.

6. Turning First–Time Buyers into Repeat Customers.

7. Turning Repeat Customers into Loyal Clients.

8. Turning Loyal Clients into Advocates.

9. Customer Loss: How to Prevent It and What to Do When It Strikes.

10. How to Develop a Loyalty–Driven Culture in Your Company.

The Twelve Laws of Loyalty.

References.

Company Index.

Subject Index.

Jill Griffin Wants Your Stories.

Blurb

Customer Loyalty Is as Basic to Business Success as Salt and Pepper Is to Dinner

YOU′VE READ ABOUT CUSTOMER LOYALTY in Publishers Weekly, Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, Nations Bank Business, Modern Jeweler, Furniture Today now read the new and revised edition of the ground–breaking book that created all the buzz.

"Griffin deftly examines pricing, value, customers′ purchasing cycles, positioning and targeting to create repeat purchasers. . . . Readers will profit from the arsenal of tools Griffin provides."
Publishers Weekly

"Business only has two jobs: (1) getting new customers and (2) keeping the old ones, and sometimes winning them back. Let the brilliance of my friend Jill′s book help you to maximize, optimize, and fully realize your opportunities here."
Mark Victor Hansen, coauthor, Chicken Soup for the Soul Series, #1 New York Times best–seller

"Both the front–line salesperson concerned with a single customer and the senior manager responsible for the organization–wide sales and marketing strategy will find Griffin′s Profit Generator system a useful process for building a base of consistently profitable customers."
Quality Digest

"Jill Griffin ′wrote the book′ on loyalty tactics with Customer Loyalty: How to Earn It, How to Keep It, now in its second edition."
Larry Chase′s Web Digest for Marketers

"Ms. Griffin deals with a complex subject and comes to a logical conclusion: Loyalty begins and continues with continually satisfied customers."
J. D. Power III, J. D. Power and Associates

"Customers become loyal advocates to a business one purchase experience at a time. Customer Loyalty clearly outlines the seven steps of a customer affinity and shows how companies can embrace these strategies to build a loyal clientele. These strategies work for any product or service and for any company large or small."
Beth Summers, vice president, executive and organizational development, Dell Computer Corporation