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Author : Andres Kuusik
Publisher :
ISBN 13 : 9789949117352
Total Pages : 28 pages
Book Rating : 4.1/5 (173 download)
Download or read book Affecting Customer Loyalty written by Andres Kuusik and published by . This book was released on 2007 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Katarzyna Szydlowska
Publisher : GRIN Verlag
ISBN 13 : 3346101878
Total Pages : 62 pages
Book Rating : 4.3/5 (461 download)
Download or read book Customer loyalty in retail. Case study of Marks and Spencer written by Katarzyna Szydlowska and published by GRIN Verlag. This book was released on 2020-01-23 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bachelor Thesis from the year 2016 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, grade: 80%, , language: English, abstract: This study will examine factors such as customer satisfaction, corporate social responsibility, service quality and loyalty programs that have crucial impact on customer loyalty. The research will focus in particular on customer’s loyalty in Marks and Spencer in London. The phenomenon of loyalty has met with great deal of interest from researchers in recent years. Customer loyalty indicates sense of belonging or identification with the service or products of the organization. These feelings affect customer behavior directly and lead to repurchase goods and recommend them to others. In general, customer loyalty constitutes a complex issue to analyze since it contains many dimensions.
Author : Christian Grönroos
Publisher :
ISBN 13 : 9789515554055
Total Pages : 28 pages
Book Rating : 4.5/5 (54 download)
Download or read book From Marketing Mix to Relationship Marketing written by Christian Grönroos and published by . This book was released on 1993 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt: The author of this paper believes that a paradigm shift is under way in marketing theory. For the past 40 years, marketing thought, research and practice has been dominated by the marketing mix paradigm, based on the four Ps of product, price, place and promotion. Now, however, it is challenged by relationship marketing, defined as a process of establishing, maintaining and enhancing relationships with customers and other partners, at a profit, so that the objectives of the parties involved are met through a mutual exchange and fulfilment of promises, and of trust between seller and customer. The author examines the characteristics of such relationships and discusses how relationship marketing has evolved from other contemporary marketing theories.
Author : Daniel Gurski
Publisher : Anchor Academic Publishing (aap_verlag)
ISBN 13 : 3954896184
Total Pages : 62 pages
Book Rating : 4.9/5 (548 download)
Download or read book Customer Experiences affect Customer Loyalty: An Empirical Investigation of the Starbucks Experience using Structural Equation Modeling written by Daniel Gurski and published by Anchor Academic Publishing (aap_verlag). This book was released on 2014-02-01 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: The study at hand investigates customer experiences at the American coffee company Starbucks and develops a new scale to measure customer experience quality on the basis of four dimensions: Service quality, atmosphere quality, flow quality and learning quality. The study reveals that product quality itself is a separate, but related construct to customer experience quality which alone is not sufficient to create customer loyalty. The effect of customer experience quality and product quality on customer loyalty intentions is found to be fully mediated by perceived value. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value whereas it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience management literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Author : Richard Irwin Manberg
Publisher :
ISBN 13 :
Total Pages : 170 pages
Book Rating : 4.:/5 (19 download)
Download or read book Factors Affecting Customer Loyalty to Small Retail Stores written by Richard Irwin Manberg and published by . This book was released on 1963 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : Matthew Dixon
Publisher : Penguin UK
ISBN 13 : 0241967929
Total Pages : 221 pages
Book Rating : 4.2/5 (419 download)
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin UK. This book was released on 2013-09-12 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
Author : V. Kumar
Publisher : Springer
ISBN 13 : 3662553813
Total Pages : 422 pages
Book Rating : 4.6/5 (625 download)
Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.
Author : María Jesús Yagüe Guillén
Publisher : MDPI
ISBN 13 : 3039213350
Total Pages : 122 pages
Book Rating : 4.0/5 (392 download)
Download or read book Customer Loyalty and Brand Management written by María Jesús Yagüe Guillén and published by MDPI. This book was released on 2019-09-23 with total page 122 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty is one of the main assets of a brand. In today’s markets, achieving and maintaining loyal customers has become an increasingly complex challenge for brands due to the widespread acceptance and adoption of diverse technologies by which customers communicate with brands. Customers use different channels (physical, web, apps, social media) to seek information about a brand, communicate with it, chat about the brand and purchase its products. Firms are thus continuously changing and adapting their processes to provide customers with agile communication channels and coherent, integrated brand experiences through the different channels in which customers are present. In this context, understanding how brand management can improve value co-creation and multichannel experience—among other issues—and contribute to improving a brand’s portfolio of loyal customers constitutes an area of special interest for academics and marketing professionals. This Special Issue explores new areas of customer loyalty and brand management, providing new insights into the field. Both concepts have evolved over the last decade to encompass such concepts and practices as brand image, experiences, multichannel context, multimedia platforms and value co-creation, as well as relational variables such as trust, engagement and identification (among others).
Author : Daniel Gurski
Publisher : GRIN Verlag
ISBN 13 : 3656416214
Total Pages : 63 pages
Book Rating : 4.6/5 (564 download)
Download or read book How Excellent Experiences affect Customer Loyalty written by Daniel Gurski and published by GRIN Verlag. This book was released on 2013-04-22 with total page 63 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2013 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,3, Maastricht University (School of Business and Economics), language: English, abstract: Abstract The thesis at hand develops a new scale to measure customer experience quality on the basis of four dimensions: service quality, atmosphere quality, flow quality, and learning quality. The American coffee company Starbucks is used as exemplary case to validate the theory empirically. Product quality is found to be a separate, but related construct to customer experience quality. The author investigates the effect of customer experiences on customer loyalty and finds that customer experience quality indirectly affects customer loyalty intentions through perceived value. The relative importance of customer experience quality for perceived value and in succession customer loyalty intentions is found to be much higher than that of product quality. Moreover, perceived wealth of the customer acts as a moderator and increases the positive effect of customer experience quality on perceived value wheras it weakens the effect of product quality on perceived value. Collectively, the results extend and clarify concepts in the evolving, but inconsistent customer experience literature. The findings enable managers to stage customer experiences more effectively and more efficiently.
Author : Ivan Russo
Publisher : Routledge
ISBN 13 : 1351669354
Total Pages : 135 pages
Book Rating : 4.3/5 (516 download)
Download or read book Customer Loyalty and Supply Chain Management written by Ivan Russo and published by Routledge. This book was released on 2017-08-03 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.
Author : Maznah Wan Omar
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.:/5 (969 download)
Download or read book The Influence of Customer Satisfaction on Customer Loyalty written by Maznah Wan Omar and published by . This book was released on 2009 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439136122
Total Pages : 403 pages
Book Rating : 4.4/5 (391 download)
Download or read book The Value Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 2010-05-11 with total page 403 pages. Available in PDF, EPUB and Kindle. Book excerpt: James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.
Author : Timothy L. Keiningham
Publisher : John Wiley & Sons
ISBN 13 : 111903731X
Total Pages : 240 pages
Book Rating : 4.1/5 (19 download)
Download or read book The Wallet Allocation Rule written by Timothy L. Keiningham and published by John Wiley & Sons. This book was released on 2015-02-02 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth.
Author : Sandy Rogers
Publisher : AMACOM
ISBN 13 : 0814439608
Total Pages : 223 pages
Book Rating : 4.8/5 (144 download)
Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.
Author : Noorani, Faizal
Publisher : CIEL
ISBN 13 :
Total Pages : 25 pages
Book Rating : 4./5 ( download)
Download or read book The Importance Of Customer’s Loyalty written by Noorani, Faizal and published by CIEL . This book was released on with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Service is the most important factor in a Business. No matter how small or large your business is, having a good support and customer service desk is as important as other aspects of your business. An appreciation or a complain from an existing customer can help your business in many ways.. In this book we have mentioned in depth guide on how important is to have a Customer Service Desk.
Author : Fred Reichheld
Publisher :
ISBN 13 : 9781602521605
Total Pages : 210 pages
Book Rating : 4.5/5 (216 download)
Download or read book The Ultimate Question written by Fred Reichheld and published by . This book was released on 2007-08 with total page 210 pages. Available in PDF, EPUB and Kindle. Book excerpt: One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
Author : Jean Wanjiku Munyaka
Publisher : LAP Lambert Academic Publishing
ISBN 13 : 9783659484414
Total Pages : 72 pages
Book Rating : 4.4/5 (844 download)
Download or read book The Influence of Relationship Marketing on Customer Loyalty written by Jean Wanjiku Munyaka and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increasingly, marketing is moving from a focus on individual transactions and towards a focus on building value-laden relationships and partnerships with the customer. The goal is to deliver long-term value and relationship with existing customers and the measure of success is customer loyalty. There are many different relationship marketing tactics implemented for retaining customers. However, some of those tactics do not affect customer loyalty effectively and switching behaviors frequently occur among most of targeted customers. Therefore, this study is aimed to investigate the influence of relationship marketing tactics on relationship quality, which in turn influences customer loyalty, by focusing on Kenyan Telecommunication vendor sector. A conceptual framework is developed as a guideline to test the relationships between relationship marketing tactics (service quality, price perception, personalization and value offers), relationship quality constructs (customer satisfaction, customer trust and customer commitment) and finally on customer loyalty.
