Customer Loyalty Guaranteed

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Customer Loyalty Guaranteed

Author : Chip R Bell
Publisher : Adams Media
ISBN 13 : 9781598694680
Total Pages : 0 pages
Book Rating : 4.6/5 (946 download)

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Book Synopsis Customer Loyalty Guaranteed by : Chip R Bell

Download or read book Customer Loyalty Guaranteed written by Chip R Bell and published by Adams Media. This book was released on 2007-11-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Amidst a wealth of products and services, customers are hearing one message more consistently than ever before: "Buy from us...or not...your business isn't that important." How are companies sending the message? By giving their customers boring, apathetic, impatient, and uninspired service. An organization's commercial success is incumbent upon making customers feel valued. Customer Loyalty Guaranteed shows leaders at all levels how to awaken the "spirit to serve" in every employee. Included are: * The seven customer service personalities that build unbreakable customer loyalty--and how to manage them * Leadership practices that organizations must embrace to be service superstars * Practices for maintaining remarkable service over the longterm Customer service gurus Chip Bell and John Patterson provide fresh concepts on how organizations must deal with today's "new" customer, and show companies how to infuse their organizations with passion that customers will connect to. AUTHOR: Chip R. Bell (Dallas, TX) is founder of the Dallas-based Chip Bell Group and one of the nation's leading experts on customer service. Leadership Excellence magazine named him one of the 50 most influential leadership authorities in the United States. His previous books, including Magnetic Service, Customers as Partners, and Managing Knock Your Socks Off Service, have all been on bestseller lists and widely translated around the world. John R. Patterson (Atlanta, GA) is founder and President of the Atlanta-based Progressive Insights, a Chip Bell Group alliance partner. His consulting practice specializes in helping organizations manage complex culture change built around customer and employee loyalty. His articles have appeared in Customer Relationship Management and Leadership Excellence.

Seven Power Strategies for Building Customer Loyalty

Author : Paul R. Timm
Publisher : AMACOM/American Management Association
ISBN 13 : 9780814405697
Total Pages : 224 pages
Book Rating : 4.4/5 (56 download)

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Book Synopsis Seven Power Strategies for Building Customer Loyalty by : Paul R. Timm

Download or read book Seven Power Strategies for Building Customer Loyalty written by Paul R. Timm and published by AMACOM/American Management Association. This book was released on 2001 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text introduces a programme to aid with customer retention and business growth. There are tactics for consistently exceeding customer expectations through A-Plus value, personality, information, convenience and more.

Customer Loyalty

Author : Jill Griffin
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 260 pages
Book Rating : 4.3/5 ( download)

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Book Synopsis Customer Loyalty by : Jill Griffin

Download or read book Customer Loyalty written by Jill Griffin and published by Jossey-Bass. This book was released on 1997-06-26 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Studies show that customer satisfaction does not equate with continued sales--it is the "loyal" customer who resists the competitor's tempting offers. This pragmatic guide outlines a savvy, seven-step process for turning prospects into customers and customers into loyal advocates.

Creating Customer Loyalty

Author : Chris Daffy
Publisher : Kogan Page Publishers
ISBN 13 : 0749484314
Total Pages : 265 pages
Book Rating : 4.7/5 (494 download)

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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.

Beyond the Ultimate Question

Author : Bob E. Hayes
Publisher : Quality Press
ISBN 13 : 0873893190
Total Pages : 433 pages
Book Rating : 4.8/5 (738 download)

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Book Synopsis Beyond the Ultimate Question by : Bob E. Hayes

Download or read book Beyond the Ultimate Question written by Bob E. Hayes and published by Quality Press. This book was released on 2009-05-04 with total page 433 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.

The Guaranteed Customer Experience

Author : Jeff Toister
Publisher :
ISBN 13 : 9780578824949
Total Pages : 184 pages
Book Rating : 4.8/5 (249 download)

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Book Synopsis The Guaranteed Customer Experience by : Jeff Toister

Download or read book The Guaranteed Customer Experience written by Jeff Toister and published by . This book was released on 2021-03-15 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could guarantee your customers an amazing experience-and then deliver on that promise every time?The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.* Discover what truly motivates customers to buy from you.* Earn your customers' trust with an experience guarantee.* Avoid service failures that cause customer churn.Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition.Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.

Taming the Search-and-Switch Customer

Author : Jill Griffin
Publisher : John Wiley and Sons
ISBN 13 : 0470444142
Total Pages : 277 pages
Book Rating : 4.4/5 (74 download)

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Book Synopsis Taming the Search-and-Switch Customer by : Jill Griffin

Download or read book Taming the Search-and-Switch Customer written by Jill Griffin and published by John Wiley and Sons. This book was released on 2009-03-25 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset your loyal customers have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

Satisfaction Guaranteed

Author : Susan Strasser
Publisher : Pantheon
ISBN 13 :
Total Pages : 360 pages
Book Rating : 4.F/5 ( download)

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Book Synopsis Satisfaction Guaranteed by : Susan Strasser

Download or read book Satisfaction Guaranteed written by Susan Strasser and published by Pantheon. This book was released on 1989 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: A history of modern marketing, the dynamic processes of advertising, production, and sales that transformed turn-of-the century America.

Who Stole My Customer??

Author : Harvey Thompson
Publisher : FT Press
ISBN 13 : 0133990435
Total Pages : 224 pages
Book Rating : 4.1/5 (339 download)

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Book Synopsis Who Stole My Customer?? by : Harvey Thompson

Download or read book Who Stole My Customer?? written by Harvey Thompson and published by FT Press. This book was released on 2014-12-12 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. Now, in this extensively updated Second Edition, Thompson sharpens his focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation. Drawing on his immense enterprise experience, Thompson helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. Next, he demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define. Who Stole My Customer?? Second Edition helps you identify up-to-the-minute answers to the classic "tough questions" surrounding loyalty: Who's stealing my customers? Why is it happening? How can I stop it? How can I win back lost customers? You'll discover new ways to view business processes through customer's eyes... identify today's real drivers of loyalty... tightly focus relationship investments for maximum value... rebuild touch points around customers' current and future needs. Throughout, updated questions help you apply Thompson's techniques in your competitive environment. Thompson's questions have also been updated to serve MBA or Executive MBA level students more effectively as they seek to add more value in future work assignments.

Brand Loyalty

Author : Jacob Jacoby
Publisher : John Wiley & Sons
ISBN 13 :
Total Pages : 184 pages
Book Rating : 4.3/5 (9 download)

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Book Synopsis Brand Loyalty by : Jacob Jacoby

Download or read book Brand Loyalty written by Jacob Jacoby and published by John Wiley & Sons. This book was released on 1978 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Firebrands: Building Brand Loyalty in the Internet Age

Author : Doug Millison
Publisher : McGraw Hill Professional
ISBN 13 : 0072133066
Total Pages : 318 pages
Book Rating : 4.0/5 (721 download)

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Book Synopsis Firebrands: Building Brand Loyalty in the Internet Age by : Doug Millison

Download or read book Firebrands: Building Brand Loyalty in the Internet Age written by Doug Millison and published by McGraw Hill Professional. This book was released on 2000-09-07 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book explains digital branding and how to implement it in the current marketplace.

Service Guarantee prospect in signalling Service Quality towards Customer Loyalty

Author : Pradeep Paraman
Publisher : GRIN Verlag
ISBN 13 : 3346288706
Total Pages : 378 pages
Book Rating : 4.3/5 (462 download)

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Book Synopsis Service Guarantee prospect in signalling Service Quality towards Customer Loyalty by : Pradeep Paraman

Download or read book Service Guarantee prospect in signalling Service Quality towards Customer Loyalty written by Pradeep Paraman and published by GRIN Verlag. This book was released on 2020-11-03 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: Doctoral Thesis / Dissertation from the year 2020 in the subject Communications - Public Relations, Advertising, Marketing, Social Media, , language: English, abstract: This study provides empirical evidence to clarion calls for insights on the lack of work on resorts specifically the five-star resorts sector which is referred to works by Line and Runyan in identifying the deficiency in empirical evidence towards literature on resorts. This study provides new evidence into the formation of loyalty determinants in the five-star resorts, specifically in the Malaysian tourism industry. Although various studies have been conducted by scholars to identify such a phenomenon, very few has identified salient marketing strategies to be of value to practitioners, in overcoming the lack of loyal customers. This study frames the current problems faced by academia, the industry and the government to produce a cogent discussion on how to solve these problems by providing a strong and tested strategy, the service guarantee, to enhance customer loyalty in the resort sector. Problems associated with the industry and marketing gaps in literature are mainly based on a lack of strategy and factors in determining loyalty from the customers’ perspective. Based on gaps in literature related to the hospitality industry as a whole a lack of a structural modelling and is identified. The second order latent modelling that this study envisions, would provide clearer directions to the industry and other stakeholders to develop and mitigate customer centric marketing strategies to acquire and retain their target markets.

The Customer Loyalty Pyramid

Author : Michael Lowenstein
Publisher : Praeger
ISBN 13 : 1567200761
Total Pages : 0 pages
Book Rating : 4.5/5 (672 download)

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Book Synopsis The Customer Loyalty Pyramid by : Michael Lowenstein

Download or read book The Customer Loyalty Pyramid written by Michael Lowenstein and published by Praeger. This book was released on 1997-11-30 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developing concepts and approaches that enable company owners and senior staff to create corporate commitment to customer advocacy and loyalty, this text identifies the new paradigms by which companies can achieve customer loyalty, including the Seven S Framework and Customer Loyalty PyramidSM.

Customer Clubs and Loyalty Programmes

Author : Stephan A. Butscher
Publisher : Gower Publishing Company, Limited
ISBN 13 : 9780566080241
Total Pages : 0 pages
Book Rating : 4.0/5 (82 download)

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Book Synopsis Customer Clubs and Loyalty Programmes by : Stephan A. Butscher

Download or read book Customer Clubs and Loyalty Programmes written by Stephan A. Butscher and published by Gower Publishing Company, Limited. This book was released on 1998 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book includes case studies from some of the most successful companies from the UK, Europe, Australia and the USA, including Volkswagen Club, Kawasaki Riders Club, Microsoft Advantage and Swatch The Club.

Wired and Dangerous

Author : Chip R. Bell
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1605099759
Total Pages : 266 pages
Book Rating : 4.6/5 (5 download)

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Book Synopsis Wired and Dangerous by : Chip R. Bell

Download or read book Wired and Dangerous written by Chip R. Bell and published by Berrett-Koehler Publishers. This book was released on 2011-05-30 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customers today are picky, fickle, and vocal, and all about me vain. They now have an enormous variety of services and products to choose from, with unprecedented access to information and reviews.

More Loyal Customers

Author : Kevin Stirtz
Publisher : Stirtz Group LLC
ISBN 13 : 1605859524
Total Pages : 83 pages
Book Rating : 4.6/5 (58 download)

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Book Synopsis More Loyal Customers by : Kevin Stirtz

Download or read book More Loyal Customers written by Kevin Stirtz and published by Stirtz Group LLC. This book was released on 2008 with total page 83 pages. Available in PDF, EPUB and Kindle. Book excerpt:

50 Powerful Ideas You Can Use to Keep Your Customers, Third Edition

Author : Paul R. Timm
Publisher : Red Wheel/Weiser
ISBN 13 : 1601637020
Total Pages : 160 pages
Book Rating : 4.6/5 (16 download)

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Book Synopsis 50 Powerful Ideas You Can Use to Keep Your Customers, Third Edition by : Paul R. Timm

Download or read book 50 Powerful Ideas You Can Use to Keep Your Customers, Third Edition written by Paul R. Timm and published by Red Wheel/Weiser. This book was released on 2002-05-15 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: 50 Simple Yet Effective Ways to Keep Customers Happy and Coming Back for More Ultimately, every successful enterprise must attract, serve, and win the loyalty of customers by providing worthwhile products and delivering excellent service. Getting and maintaining loyal customers affect an organization’s bottom line more than any ad campaign, marketing program, or PR effort. This book is designed to get all managers and employees thinking about the little things that can make all the difference. It’s a quick read—you can finish it in less time than it takes to deal with one customer complaint. And if you put the information within this book into action, you will be able to decrease customer complaints considerably. It’s packed with practical, applicable suggestions that can be put to work immediately, such as how to: Turn angry customers into lifelong clients Use a simple gesture to immediately put customers at ease Listen with more than your ears Easily give customers more than they expect Use negative feedback for positive action Managers and staff members alike can use this little manual to avoid the devastating ripple effects that turned-off customers can produce. It will easily show how everyone in a business, large or small, can creatively apply a constant flow of small, customer-centered innovations to create a consistent and persistent strengthening of your customer base.