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Communication For New Loyalties
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Book Synopsis The Power of Communication by : Helio Fred Garcia
Download or read book The Power of Communication written by Helio Fred Garcia and published by Pearson Education. This book was released on 2012 with total page 332 pages. Available in PDF, EPUB and Kindle. Book excerpt: Communication is the absolutely indispensable leadership discipline. But, too often, leaders and professional communicators get mired in tactics, and fail to influence public attitudes in the ways that would help them the most. This book builds on the U.S. Marine Corps' legendary publication Warfighting, showing how to apply the Corps' proven leadership and strategy doctrine to all forms of public communication. The author reveals how to orient on audiences, recognizing their centers of gravity and most critical concerns. He also teaches how to integrate and succeed with all three levels of communication: strategic, operational, and tactical. He shows how to take the initiative and control the agenda, respond to events with speed and focus, use the power of maneuver, prepare and plan, and put it all together, in order to become a "habitually strategic" communicator.
Book Synopsis Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies by : Eid, Riyad
Download or read book Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies written by Eid, Riyad and published by IGI Global. This book was released on 2013-03-31 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Due to the growth of internet and mobile applications, relationship marketing continues to evolve as technology offers more collaborative and social communication opportunities. Managing Customer Trust, Satisfaction, and Loyalty through Information Communication highlights technologys involvement with business processes in different sectors and industries while identifying marketing activities that are affected by its usage. This reference is a vital source for organizational managers, executives, and professionals, as well as academics and students interested in this constantly changing field.
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.
Book Synopsis Customer Loyalty Programmes and Clubs by : Stephan A. Butscher
Download or read book Customer Loyalty Programmes and Clubs written by Stephan A. Butscher and published by Routledge. This book was released on 2017-05-15 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: In every industry, and any company, customer loyalty marketing is an important pillar of corporate strategy. This second edition of Customer Loyalty Programmes and Clubs, explains how the key to effective protection against competition lies in identifying and offering your customers the right combination of financial and non-financial benefits. Stephen Butscher has reviewed the developments that have taken place since his original successful step-by-step guide was published and now includes 'pricing for customer loyalty' and 'e-loyalty' along with extra case studies. He takes you through all the necessary stages to research, plan and launch a programme that builds and develops the relationship between you and your customers, and emphasises value measurement and selection of the right benefits, enabling you to integrate the loyalty programme into every part of your organization. Customer Loyalty Programmes and Clubs includes case studies from some of the most successful companies, including Volkswagen Club, Kawasaki Riders Club, Swatch the Club, Porsche and many more.
Book Synopsis The Leader as Communicator by : Robert P. Mai
Download or read book The Leader as Communicator written by Robert P. Mai and published by AMACOM Div American Mgmt Assn. This book was released on 2003 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: In turbulent times, the ability to communicate with power and purpose becomes a crucial leadership competency. Smart executives realize that leadership communication isn't a matter of "making nice," but a strategic necessity. Organized around an original model defining the important communication roles a leader must fill, The Leader as Communicator examines roles as diverse as trust-builder and critic, renewal champion and navigator, learning advocate and provocateur. The book presents case studies of organizations including Cadillac, Emerson, and Saturn, plus dozens of other examples. Packed with strategies and tactics showing how leaders can shape the communications climate of their organizations, the book culminates with assessment exercises that let readers measure their own communication skills. This insightful book demonstrates how to become a stronger, more confident leader--one who can use communication to build alignment, enthusiasm, and productivity.
Book Synopsis The Effortless Experience by : Matthew Dixon
Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, 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.
Book Synopsis Loyalty Rules! by : Frederick F. Reichheld
Download or read book Loyalty Rules! written by Frederick F. Reichheld and published by Harvard Business Press. This book was released on 2001 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.
Book Synopsis Customer Loyalty and Brand Management by : María Jesús Yagüe Guillén
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).
Book Synopsis Impact of Hybrid Selling on Key Accounts Loyalty. Can Video Conferences be an Equivalent to On-Site Visits? by :
Download or read book Impact of Hybrid Selling on Key Accounts Loyalty. Can Video Conferences be an Equivalent to On-Site Visits? written by and published by GRIN Verlag. This book was released on 2022-09-13 with total page 67 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master's Thesis from the year 2022 in the subject Business economics - Offline Marketing and Online Marketing, grade: 1,3, Ruhr-University of Bochum, language: English, abstract: Loyalty in relationships between selling companies and key accounts are fundamental for successful business-to-business relationships. Prior research exposed communication to be an important antecedent of loyalty. However, while digital communication channels like video conferences gain importance in B2B sales, research has widely ignored this transformation. This study contributes to this gap by examining the impact of communicating with key accounts through video conferences and on-site visits on attitudinal loyalty. By applying the key mediating variable theory, this study provides a comprehensive understanding of key accounts’ attitudinal loyalty formation through the mediating variables commitment, interorganizational trust, and interpersonal satisfaction. Based on data of a cross-industry survey of 280 key account managers and salespeople interacting with key accounts in the DACH region, this study first tested the conceptual model with a structural equation modeling approach and second the moderation effects with a multiple regression analysis.
Book Synopsis The Loyalty Factor by : Carol Kinsey Goman
Download or read book The Loyalty Factor written by Carol Kinsey Goman and published by Mastermedia Publishing Company. This book was released on 1991 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: According Dr. Carol Goman, the last decade has seen a weakening of the bonds of trust between companies and workers. Change has become a fact of corporate life and job security a pervasive concern. The Loyalty Factor presents guidelines for rebuilding trust and for developing loyalty in today's workforce.
Book Synopsis Mobile Support in Customer Loyalty Management by : Christian Zeidler
Download or read book Mobile Support in Customer Loyalty Management written by Christian Zeidler and published by Springer Science & Business Media. This book was released on 2009-09-02 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.
Book Synopsis Creating Customer Loyalty by : Chris Daffy
Download or read book Creating Customer Loyalty written by Chris Daffy and published by Kogan Page Publishers. This book was released on 2019-04-03 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.
Book Synopsis Marketing Events as a Supportive Tool for Customer Loyalty by : Gabriela Strauß
Download or read book Marketing Events as a Supportive Tool for Customer Loyalty written by Gabriela Strauß and published by diplom.de. This book was released on 2002-12-20 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: Part one briefly introduces the reader to the topic and the research objectives. Moreover, the methodical approach to meet the research objectives will be presented. Part two provides the theoretical framework of customer loyalty. Terms, advantages and strategies related to customer loyalty are introduced. Furthermore, the report illustrates factors that support the development of customer loyalty and evaluates the requirements to develop new loyalty tools. Part three presents a definition and classification of marketing events as well as the inevitability of creating new ways of communication. Furthermore, it portrays international dimensions of marketing events, as well as a future outlook. Virtual events will be described as new approaches within the tool event marketing. Part four provides the findings of this project and analyses the connection between marketing events and customer loyalty. The report is finalised by a conclusion in part five. Inhaltsverzeichnis:Table of Contents: LIST OF FIGURES4 LIST OF APPENDICES5 ABSTRACT6 PART I: PREFACE9 1.1RESEARCH OBJECTIVES9 1.2REPORT STRUCTURE9 1.3METHODOLOGY10 1.3.1PART CUSTOMER LOYALTY12 1.3.2PART MARKETING EVENTS13 1.3.3PART CONCLUSIONS AND FINDINGS13 1.3.4LIMITATIONS OF RESEARCH15 PART II: CUSTOMER LOYALTY17 2.1CUSTOMER SATISFACTION AND CUSTOMER LOYALTY18 2.2REASONS TO CREATE CUSTOMER LOYALTY AND SYNERGY EFFECTS21 2.3LOYALTY-CREATING FACTORS24 2.4APPRAISAL OF THE LOYALTY TOOLS27 PART III: MARKETING EVENTS30 3.1DEFINITION30 3.2THE NECESSITY OF NEW WAYS IN COMMUNICATION36 3.3EVENTS AND THE CLASSICAL MARKETING COMMUNICATIONS MIX39 3.3.1MARKETING EVENTS AND ADVERTISING40 3.3.2MARKETING EVENTS AND PUBLIC RELATIONS41 3.3.3MARKETING EVENTS AND SPONSORSHIPS41 3.3.4THE INTEGRATED MARKETING COMMUNICATIONS MIX45 3.4REASONS AND OBJECTIVES FOR MARKETING EVENTS47 3.5INTERNATIONAL ASPECTS49 3.6PROSPECTS FOR THE FUTURE51 3.7VIRTUAL EVENTS53 PART IV: FINDINGS AND ANALYSIS55 4.1CUSTOMER LOYALTY55 4.2MARKETING EVENTS59 4.3MARKETING EVENTS AS A SUPPORTIVE TOOL FOR CUSTOMER LOYALTY62 PART V: CONCLUSION68 REFERENCES70 APPENDICES
Book Synopsis Political Loyalty and the Nation-State by : Andrew Linklater
Download or read book Political Loyalty and the Nation-State written by Andrew Linklater and published by Routledge. This book was released on 2004-06-01 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Political Loyalty and the Nation-State examines the gradual weakening of the state's ability to order the political allegiances of its subjects. At the focal centre of the book lies the question of the extent to which it is possible to invest political principles, such as the rules and procedures of democracy, with a sentiment of loyalty and whether political loyalty can become merely a matter of choice and personal responsibility. The authors consider theoretical issues, problems of loyalty arising from population movement and case studies of conflicts of loyalty from Italy, Northern Ireland, and Russia. It is shown that loyalty can become decoupled from state, territory and nation; that loyalties can be multiple; and that today's loyalties reflect advanced attitudes towards difference.
Book Synopsis Handbook of Customer Satisfaction and Loyalty Measurement by : Nigel Hill
Download or read book Handbook of Customer Satisfaction and Loyalty Measurement written by Nigel Hill and published by Gower Publishing, Ltd.. This book was released on 2000 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: An examination of how to use research effectively. It takes the reader step by step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. This new edition includes four new chapters on loyalty measurement.
Download or read book E-Loyalty written by Ellen Reid Smith and published by HarperCollins Publishers. This book was released on 2000 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: "No matter which segment of the online economy you hail from, this is the essential handbook for initiating, cultivating, and extending that rarest of company assets: e-loyalty."--BOOK JACKET.
Book Synopsis Marketing and Customer Loyalty by : Mauro Cavallone
Download or read book Marketing and Customer Loyalty written by Mauro Cavallone and published by Springer. This book was released on 2017-05-10 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book analyzes the evolution of marketing and the ways in which marketing actions can be rendered more effective, before setting out a new approach to marketing, termed The Extra Step (TES) in recognition of the importance that it attributes to the final extra step in enhancing the effectiveness of marketing efforts. Readers will find clear description of the pathway from purchase to loyalty and the various means of developing customer loyalty. It is explained how the TES approach goes one step further by considering the consumer as a partner whose involvement during the production and fine tuning phase of products and services can help to increase the efficiency of customer loyalty actions implemented by companies. The theoretical analysis is supported by observations and empirical evidence relating to the concepts and benefits of the TES approach. These examples concern firms in Italy, Europe, and the United States, including insurance agencies, pharmaceutical companies and pharmacies, and food distribution companies. The TES approach is of wide relevance and especially valid for the service sector.
