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Capturing Loyalty: How to Measure, - Hardcover, by Larson John A.; - Very Good
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Book Title
Capturing Loyalty: How to Measure, Generate, and Profit from High
ISBN
9781440856563
Subject Area
Business & Economics, Philosophy
Publication Name
Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
Publisher
Bloomsbury Publishing USA
Item Length
9.2 in
Subject
Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
Publication Year
2017
Type
Textbook
Format
Hardcover
Language
English
Item Height
0.6 in
Author
Bennett E. Mcclellan, John A. Larson
Item Weight
17 Oz
Item Width
6.1 in
Number of Pages
216 Pages

Über dieses Produkt

Product Information

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. 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. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made--two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

Product Identifiers

Publisher
Bloomsbury Publishing USA
ISBN-10
1440856567
ISBN-13
9781440856563
eBay Product ID (ePID)
234308789

Product Key Features

Number of Pages
216 Pages
Language
English
Publication Name
Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
Publication Year
2017
Subject
Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
Type
Textbook
Subject Area
Business & Economics, Philosophy
Author
Bennett E. Mcclellan, John A. Larson
Format
Hardcover

Dimensions

Item Height
0.6 in
Item Weight
17 Oz
Item Length
9.2 in
Item Width
6.1 in

Additional Product Features

LCCN
2017-023424
Dewey Edition
23
Reviews
"Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." - Choice, "Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." -- Choice "Solid advice for businesses of all sizes." -- Library Journal "Through research and success stories, Capturing Loyalty offers a new approach to a very old problem, and advances the field significantly for the first time in a decade." -- Forbes, 2018 Summer Reading List
Target Audience
College Audience
Number of Volumes
1 Vol.
Dewey Decimal
658.812
Lc Classification Number
Hf5415.525
Table of Content
Foreword by Maxine Clark Preface: Consistency-Based vs. Delight-Based Customer Loyalty Acknowledgements Chapter 1 Blinded by Delight: The Truth about Customer Loyalty Chapter 2 Less Risk Means More Customer Profits Chapter 3 Risks Lurk Everywhere Chapter 4 Eliminate the Risks That Matter Most Chapter 5 Making the Case for Making Things Easy Chapter 6 Visionary Leaders Create the Imperative Chapter 7 Informal Leaders Move Mountains from the Middle Chapter 8 Products Must Fulfill Customer Expectations Chapter 9 Always Keep Your Promises, Always Chapter 10 Frontline Employees: Satisfaction's Ambassadors Chapter 11 Supervisory Staff: Evangelists of Risk-Free Relationships Chapter 12 Systems That (Em)power the Loyalty Mandate Chapter 13 Stories to Reinforce What Matters to Customers Chapter 14 The Train Wreck of Customer Loyalty Programs Chapter 15 Customer Loyalty: An Institutional Imperative Postscript Notes Index
Copyright Date
2017

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