The Customer Loyalty Solution

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The Customer Loyalty Solution

Author : Arthur Middleton Hughes
Publisher : McGraw Hill Professional
ISBN 13 : 0071429042
Total Pages : 386 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis The Customer Loyalty Solution by : Arthur Middleton Hughes

Download or read book The Customer Loyalty Solution written by Arthur Middleton Hughes and published by McGraw Hill Professional. This book was released on 2003-03-13 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: How Today's Marketing Leaders Have Bypassed the "Experts" to Craft Effective, Inexpensive Customer Loyalty Programs Database marketing is today's most powerful tool for designing cost-effective, resource-efficient marketing and operations programs. The Customer Loyalty Solution cuts through theory and guesswork to examine how leading marketers from Land's End to IBM are using today's new breed of database marketing tools to compute lifetime value, cut costs in every area, and make databases easier to access and utilize from anywhere on the globe. Praise for The Customer Loyalty Solution: "The Customer Loyalty Solution combines the best of traditional practice with contemporary market factors in terms that inspire and cut across industries. Straightforward enough for the upcoming 1-1 marketer as well as a great catch-up for the seasoned practitioner."--Joe Rapolla, VP, Consumer Marketing Services, Universal Music Group/CLO "Delivers practical solutions instead of hyperbole and theory. Hughes makes this book fun to read, and he gets his point across--clearly."--Robert McKim, CEO, msdbm "Well written and easy to understand. Hughes imparts his wisdom to set realistic expectations and provides case studies adding real-world application."--J.C. Johnson, VP, Database Marketing, Fairfield Resorts "Hughes distills the jargon and complexity of database marketing into a refreshingly straightforward and practical guide. The Customer Loyalty Solution should be required reading for anyone serious about making database marketing work."--Jonathan Huth, VP, Relationship Database Marketing, Scotiabank New technologies like the Web have brought unprecedented change to database marketing. But some things never change. Successful marketers have learned that to understand their customers they must still think like their customers, who continue to ignore one-time discounts to ask, "Why would I want to be that company's customer? What's in it for me?" The Customer Loyalty Solution goes straight to the source, revealing how marketers today are leveraging their database marketing programs to identify and attract the most profitable new customers, increase current customer retention and repurchase, and identify and reward their most loyal and profitable customers. More than 40 detailed case studies and dozens of examples reveal success stories including Verizon's "best in class" datamart that realized a 1681 percent return on marketing investment Isuzu's database project that targeted only their best prospects--and cut industry-standard per-unit sales costs in half Weekly Standard's variable headline strategy that increased direct mail response rates by nearly 25 percent Author and database marketing pioneer Arthur Hughes doesn't hide behind incomprehensible formulas and impossible-to-navigate layouts. Each easy-to-follow chapter clearly addresses and explains a different piece of the database-marketing puzzle. Case studies are clearly marked and detail what went right--or wrong. Chapter-ending synopses summarize the lessons to be learned in each chapter and clearly review what worked and what didn't. These features and others combine with innovative charts and quizzes to ensure hands-on understanding of material covered and make the book a timely, practical guide. The Customer Loyalty Solution reveals how database marketing and customer relationship management initiatives are making a difference, today, for the world's leading marketers. It provides you with step-by-step techniques for benchmarking their efforts to develop intelligent strategies of your own, understanding how and why they work, and monitoring their results to continually adjust and modify for changing market conditions. The result will be far stronger customer loyalty, more consistent repeat

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.

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.

Loyalty Management

Author : Cristina Ziliani
Publisher : Routledge
ISBN 13 : 0429663420
Total Pages : 256 pages
Book Rating : 4.4/5 (296 download)

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Book Synopsis Loyalty Management by : Cristina Ziliani

Download or read book Loyalty Management written by Cristina Ziliani and published by Routledge. This book was released on 2019-10-08 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.

Customer Loyalty and Supply Chain Management

Author : Ivan Russo
Publisher : Routledge
ISBN 13 : 1351669354
Total Pages : 135 pages
Book Rating : 4.3/5 (516 download)

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Book Synopsis Customer Loyalty and Supply Chain Management by : Ivan Russo

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.

Loyalty Programs

Author : Philip Shelper
Publisher :
ISBN 13 : 9780645211542
Total Pages : 0 pages
Book Rating : 4.2/5 (115 download)

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Book Synopsis Loyalty Programs by : Philip Shelper

Download or read book Loyalty Programs written by Philip Shelper and published by . This book was released on 2023-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty Programs: The Complete Guide (2nd Edition) is the most comprehensive book on loyalty program theory and practice available. It combines a wide range of academic research, loyalty psychology, and industry expertise to deliver a comprehensive and global view of all aspects of loyalty programs. Praise for Loyalty Programs: The Complete Guide "Loyalty Programs: The Complete Guide is an extremely valuable resource for loyalty and marketing professionals. In fact, I found it so helpful that Eagle Eye now buys a copy for every new member of our sales team to give them a comprehensive understanding of the global loyalty landscape. I particularly enjoy the case studies which really bring the concepts to life. Highly recommended." Tim Mason, CEO of Eagle Eye and former Tesco CMO and founder of Clubcard Supported by over 170 case studies, this 2nd Edition covers loyalty program theory (Part 1) and loyalty program execution (Part 2). It features: The history of loyalty programs Do loyalty programs work? An academic research review The eight essential principles of a best-practice loyalty program Loyalty psychology, biases, and heuristics Loyalty program design frameworks and rewards Games and gamification Business-to-business (B2B) loyalty program approaches Loyalty technology, emerging capabilities and Web3 loyalty Member data capture, analysis, and usage Loyalty marketing and member lifecycle management Commercial modelling, benefits and considerations Security and fraud risks and mitigations, and legal considerations Loyalty program operations The future of loyalty Author Philip Shelper is CEO and Founder at leading loyalty consultancy, Loyalty & Reward Co. He has extensive experience within the loyalty industry as a designer, speaker, educator and researcher. In addition to designing loyalty programs for over 100 brands globally, he previously held loyalty roles at Qantas Frequent Flyer and Vodafone. Phil is a member of several hundred loyalty programs, and an obsessive researcher of loyalty psychology and loyalty history, all of which he uses to understand the essential dynamics of what makes a successful loyalty program. Loyalty Programs: The Complete Guide was co-created by Loyalty & Reward Co's senior management team including Stacey Lyons, Scott Harrison, Ryan De Boer and Max Savransky. The Loyalty & Reward Co team specialise in loyalty program design, implementation and operation for major brands globally. Loyalty Programs: The Complete Guide also includes contributions from widely recognised loyalty industry experts Lincoln Hunter (principal and founder of Loyalty Legal) and Michael Smith (co-founder of the Loyalty Security Association).

The Customer Loyalty Solution

Author : Hughes
Publisher :
ISBN 13 : 9780070587335
Total Pages : 364 pages
Book Rating : 4.5/5 (873 download)

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Book Synopsis The Customer Loyalty Solution by : Hughes

Download or read book The Customer Loyalty Solution written by Hughes and published by . This book was released on 2004-02-01 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt:

The Customer Loyalty Pyramid

Author :
Publisher :
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.:/5 (464 download)

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Book Synopsis The Customer Loyalty Pyramid by :

Download or read book The Customer Loyalty Pyramid written by and published by . This book was released on 1997 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Driving Loyalty

Author : Kirk Kazanjian
Publisher : Random House Digital, Inc.
ISBN 13 : 0385346948
Total Pages : 274 pages
Book Rating : 4.3/5 (853 download)

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Book Synopsis Driving Loyalty by : Kirk Kazanjian

Download or read book Driving Loyalty written by Kirk Kazanjian and published by Random House Digital, Inc.. This book was released on 2013-04-23 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical, story-driven book on the importance of building and inspiring loyalty among employees, customers, clients, and vendors, based on the lessons learned from the phenomenally successful Enterprise car rental company.

The Customer Loyalty Solution

Author : Arthur Middleton Hughes
Publisher : McGraw Hill Professional
ISBN 13 :
Total Pages : 428 pages
Book Rating : 4.X/5 (4 download)

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Book Synopsis The Customer Loyalty Solution by : Arthur Middleton Hughes

Download or read book The Customer Loyalty Solution written by Arthur Middleton Hughes and published by McGraw Hill Professional. This book was released on 2003-02-06 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: To be successful, database marketers have to think like customers. They have to dream up strategies they think will work, test them, come up more new ideas, and test them again. Arthur Hughes, a leading expert in database marketing, shows readers how to accomplish those goals. He shows them how to get out of the vicious circle of building new loyalty programs, instead showing them how to build enduring loyalty programs using incrementalism. In this guide, readers will learn: Why giving customers a choice in a direct offer always reduces response Why you shouldn’t market to Gold customers What you can do to increase retention rates This in-depth guide, loaded with case studies from leading companies including UPS, ebay, American Airlines, and Land’s End, shows managers and executives how to deal with the new issues that typify the Internet era.

Mobile Support in Customer Loyalty Management

Author : Christian Zeidler
Publisher : Springer Science & Business Media
ISBN 13 : 3834983012
Total Pages : 251 pages
Book Rating : 4.8/5 (349 download)

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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.

Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System

Author : Michael Johnson & Andres Gustafsson
Publisher : John Wiley & Sons
ISBN 13 : 9788126509393
Total Pages : 240 pages
Book Rating : 4.5/5 (93 download)

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Book Synopsis Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System by : Michael Johnson & Andres Gustafsson

Download or read book Improving Customer Satisfaction, Loyalty And Profit: An Integrated Measurement And Management System written by Michael Johnson & Andres Gustafsson and published by John Wiley & Sons. This book was released on 2006-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:

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.

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

Loyalty Management: From Loyalty Programs to Customer Experiences

Author : Evelyn Morris
Publisher : Clanrye International
ISBN 13 : 9781647266295
Total Pages : 0 pages
Book Rating : 4.2/5 (662 download)

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Book Synopsis Loyalty Management: From Loyalty Programs to Customer Experiences by : Evelyn Morris

Download or read book Loyalty Management: From Loyalty Programs to Customer Experiences written by Evelyn Morris and published by Clanrye International. This book was released on 2023-09-26 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer loyalty refers to a customer's inclination to repetitively buy products and services from the same company. Attracting and maintaining the consumer base has a big impact on the retail industry. As the competition intensifies, majority of the marketers see loyal consumers as one of the most important factors in enhancing profitability and achieving success. Loyal customers buy more frequently and spend more money along with spreading favorable word-of-mouth. Companies design customer loyalty programs under which the loyal customers are offered rewards such as discounts, free merchandise, coupons, or even advance-released products in order to reward and encourage their loyalty. Customer loyalty management aims to expand and maintain existing customers by coordinating marketing and promotional activities to build customer loyalty and trust while also encouraging repeat purchases. Ensuring a positive customer experience is also a way in which the companies can build customer loyalty. Customer experience involves virtual interaction, physical interaction and service interaction. The topics covered in this extensive book deal with the core aspects of loyalty management. It will prove to be immensely beneficial to students and researchers in this area of marketing.

The Power of Loyalty

Author : Roger L. Brooks
Publisher : Entrepreneur Press
ISBN 13 : 1599183935
Total Pages : 242 pages
Book Rating : 4.5/5 (991 download)

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Book Synopsis The Power of Loyalty by : Roger L. Brooks

Download or read book The Power of Loyalty written by Roger L. Brooks and published by Entrepreneur Press. This book was released on 2010-06-16 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty strategist Roger L. Brooks invites you to take part in the growing loyalty movement and shows you how to build a successful loyalty strategy following 10 essential steps Brooks covers the best practices and proven techniques from more than 12 customer loyalty leaders including Chase, JetBlue, Verizon, Subway, Starbucks, Nordstrom, Wegman's, T.G.I. Friday's, CVS/pharmacy, Bank of Montreal, Saks Fifth Avenue and Men's Wearhouse. He provides a comprehensive 6-point initial launch plan plus strategy essentials including employee and company introductions to loyalty. In addition, you'll learn how to incorporate loyalty initiatives into your marketing plans and budgets and identify WOW factors to set your business apart from your competitors.

Leading Loyalty

Author : Sandy Rogers
Publisher : AMACOM
ISBN 13 : 0814439608
Total Pages : 223 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Leading Loyalty by : Sandy Rogers

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.