Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.

"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 propo...

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Bibliographic Details

Main Authors:	Larson, John A., 1947- (Author), McClellan, Bennett E. (Author)
Format:	Book
Language:	English
Published:	Santa Barbara, California : Praeger, an imprint ofABC-CLIO, LLC, [2017]
Subjects:	Consumer satisfaction. Customer loyalty. Customer relations.