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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| Main Authors: | , |
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| Format: | Book |
| Language: | English |
| Published: |
Santa Barbara, California :
Praeger, an imprint ofABC-CLIO, LLC,
[2017]
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| Subjects: |
Table of Contents:
- 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 customer 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.