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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.
> --Publishers Weekly
> --Mark Victor Hansen, coauthor, Chicken Soup for the Soul Series, #1 New York Times best-seller
> --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
> --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
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.
> --Publishers Weekly
> --Mark Victor Hansen, coauthor, Chicken Soup for the Soul Series, #1 New York Times best-seller
> --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
> --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
Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA ix
About the Author xi
Preface xiii
Acknowledgments xvi
1 Customer Loyalty: The Way to Many Happy Returns 1
2 A Closer Look at Loyalty 17
3 Growing a Loyal Customer: The Seven Key Stages 30
4 Turning Suspects into Qualified Prospects 50
5 Turning Qualified Prospects into First-Time Buyers 74
6 Turning First-Time Buyers into Repeat Customers 99
7 Turning Repeat Customers into Loyal Clients 131
8 Turning Loyal Clients into Advocates 151
9 Customer Loss: How to Prevent It and What to Do When It Strikes 173
10 How to Develop a Loyalty-Driven Culture in Your Company 193
The Twelve Laws of Loyalty 217
References 223
Company Index 233
Subject Index 237
Jill Griffin Wants Your Stories 253
| Erscheinungsjahr: | 2002 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: | Einband - flex.(Paperback) |
| ISBN-13: | 9780787963880 |
| ISBN-10: | 0787963887 |
| UPC: | 723812393411 |
| EAN: | 0723812393411 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Griffin, Jill |
| Auflage: | 2nd edition |
| Hersteller: | Wiley |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 234 x 178 x 20 mm |
| Von/Mit: | Jill Griffin |
| Erscheinungsdatum: | 09.10.2002 |
| Gewicht: | 0,531 kg |
Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA ix
About the Author xi
Preface xiii
Acknowledgments xvi
1 Customer Loyalty: The Way to Many Happy Returns 1
2 A Closer Look at Loyalty 17
3 Growing a Loyal Customer: The Seven Key Stages 30
4 Turning Suspects into Qualified Prospects 50
5 Turning Qualified Prospects into First-Time Buyers 74
6 Turning First-Time Buyers into Repeat Customers 99
7 Turning Repeat Customers into Loyal Clients 131
8 Turning Loyal Clients into Advocates 151
9 Customer Loss: How to Prevent It and What to Do When It Strikes 173
10 How to Develop a Loyalty-Driven Culture in Your Company 193
The Twelve Laws of Loyalty 217
References 223
Company Index 233
Subject Index 237
Jill Griffin Wants Your Stories 253
| Erscheinungsjahr: | 2002 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Inhalt: | Einband - flex.(Paperback) |
| ISBN-13: | 9780787963880 |
| ISBN-10: | 0787963887 |
| UPC: | 723812393411 |
| EAN: | 0723812393411 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Griffin, Jill |
| Auflage: | 2nd edition |
| Hersteller: | Wiley |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 234 x 178 x 20 mm |
| Von/Mit: | Jill Griffin |
| Erscheinungsdatum: | 09.10.2002 |
| Gewicht: | 0,531 kg |
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