Creating Customer Loyalty

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Creating Customer Loyalty

Chris Daffy
Creating Customer Loyalty Book PDF

Author : Chris Daffy
Publisher : Kogan Page Publishers
Page : 265 pages
File Size : 48,9 Mb
Release : 2019-04-03
Category : Business & Economics
ISBN : 9780749484316

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Creating Customer Loyalty by Chris Daffy Pdf

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.

Building Customer Loyalty

JoAnna Brandi
Building Customer Loyalty Book PDF

Author : JoAnna Brandi
Publisher : The Walk The Talk Company
Page : 64 pages
File Size : 49,7 Mb
Release : 2001-06
Category : Business & Economics
ISBN : 1885228414

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Building Customer Loyalty by JoAnna Brandi Pdf

Ever ask the question: "How many customers do we lose every year?" Chances are you haven't. Most businesses are so busy trying to get new customers in the front door that they pay far too little attention to the ones that are walking out the back! Whether you're challenged by today's "soft" economy or you've been able to hold your own, one thing's for sure: Customer Loyalty remains the key to your business success. Your customers ARE your bottom line. And if their business goes elsewhere, so will your profits! This handbook will help you prevent that! The proven concepts found in these pages will heighten everyone's awareness of the importance of Customer Loyalty ... and equip them with techniques and strategies for building it.

Seven Power Strategies for Building Customer Loyalty

Paul R. Timm
Seven Power Strategies for Building Customer Loyalty Book PDF

Author : Paul R. Timm
Publisher : AMACOM/American Management Association
Page : 224 pages
File Size : 41,6 Mb
Release : 2001
Category : Business & Economics
ISBN : 081440569X

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Seven Power Strategies for Building Customer Loyalty by Paul R. Timm Pdf

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 Guaranteed

Chip R Bell
Customer Loyalty Guaranteed Book PDF

Author : Chip R Bell
Publisher : Adams Media
Page : 0 pages
File Size : 52,6 Mb
Release : 2007-11-01
Category : Business & Economics
ISBN : 1598694685

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Customer Loyalty Guaranteed by Chip R Bell Pdf

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.

Why Customers Come Back

Manzie R, Lawfer
Why Customers Come Back Book PDF

Author : Manzie R, Lawfer
Publisher : Red Wheel/Weiser
Page : 298 pages
File Size : 41,6 Mb
Release : 2003-11-17
Category : Business & Economics
ISBN : 9781632658418

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Why Customers Come Back by Manzie R, Lawfer Pdf

Loyal customers are the most important asset of any company-more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and highly profitable. This book is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again...and tell the world why everyone else should buy from you too! Learning how to retain customers is important and profitable. Even a seemingly negligible increase in repeat business-just five percent-produces a whopping 60 percent increase in profits. The practical advice in Why Customers Come Back is based on the real buying habits of real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them...right now.

The Customer Loyalty Loop

Noah Fleming
The Customer Loyalty Loop Book PDF

Author : Noah Fleming
Publisher : Red Wheel/Weiser
Page : 233 pages
File Size : 55,6 Mb
Release : 2016-11-21
Category : Business & Economics
ISBN : 9781632659354

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The Customer Loyalty Loop by Noah Fleming Pdf

How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business’s customer experience by creating “buying loops” that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you. You will learn a wide variety of simple but powerfully effective strategies, such as: How to stop using gimmicks and trick promotions to encourage repeat business, and what to do instead that will keep your customers coming back for more. How to use the “Butler Secret” to achieve results superior to any marketing campaign or promotion you’ll ever dream up. Why providing the best customer service isn’t enough anymore, and what you must do instead if you want your business to keep growing in the 21st century. The “Bentley Strategy” that will immediately and dramatically increase customer loyalty to your business. And many more proven tactics and strategies.

Customer Loyalty

Jill Griffin
Customer Loyalty Book PDF

Author : Jill Griffin
Publisher : Jossey-Bass
Page : 260 pages
File Size : 46,9 Mb
Release : 1997-06-26
Category : Business & Economics
ISBN : IND:30000053334607

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Customer Loyalty by Jill Griffin Pdf

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.

Leading Loyalty

Sandy Rogers,Leena Rinne,Shawn Moon
Leading Loyalty Book PDF

Author : Sandy Rogers,Leena Rinne,Shawn Moon
Publisher : AMACOM
Page : 223 pages
File Size : 55,7 Mb
Release : 2019-04-16
Category : Business & Economics
ISBN : 9780814439609

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Leading Loyalty by Sandy Rogers,Leena Rinne,Shawn Moon Pdf

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.

Customer Satisfaction is Worthless, Customer Loyalty is Priceless

Jeffrey H. Gitomer
Customer Satisfaction is Worthless Customer Loyalty is Priceless Book PDF

Author : Jeffrey H. Gitomer
Publisher : Bard Press (TX)
Page : 330 pages
File Size : 48,8 Mb
Release : 1998
Category : Business & Economics
ISBN : IND:30000061227116

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Customer Satisfaction is Worthless, Customer Loyalty is Priceless by Jeffrey H. Gitomer Pdf

A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.

Driving Loyalty

Kirk Kazanjian
Driving Loyalty Book PDF

Author : Kirk Kazanjian
Publisher : Random House Digital, Inc.
Page : 274 pages
File Size : 50,5 Mb
Release : 2013-04-23
Category : Brand loyalty
ISBN : 9780385346948

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Driving Loyalty by Kirk Kazanjian Pdf

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.

Create Loyal Customers in an Unloyal World

Charles S. Togias
Create Loyal Customers in an Unloyal World Book PDF

Author : Charles S. Togias
Publisher : Unknown
Page : 190 pages
File Size : 50,8 Mb
Release : 2009-09-25
Category : Business & Economics
ISBN : 143925348X

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Create Loyal Customers in an Unloyal World by Charles S. Togias Pdf

I equate my book to building a house. The employee is the architect, the leader is the builder and the blue prints are supplied by my Step2 Training System.

Customer Loyalty

S. Robinson,L. Etherington
Customer Loyalty Book PDF

Author : S. Robinson,L. Etherington
Publisher : Springer
Page : 174 pages
File Size : 48,9 Mb
Release : 2005-11-07
Category : Business & Economics
ISBN : 9780230513037

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Customer Loyalty by S. Robinson,L. Etherington Pdf

The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

Complaint Management Excellence

Sarah Cook
Complaint Management Excellence Book PDF

Author : Sarah Cook
Publisher : Kogan Page Publishers
Page : 208 pages
File Size : 54,5 Mb
Release : 2012-05-03
Category : Business & Economics
ISBN : 9780749465315

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Complaint Management Excellence by Sarah Cook Pdf

Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. Complaint Management Excellence provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organization all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, Complaint Management Excellence explains what customers are really looking for when they make a complaint, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.

Creating Customer Evangelists

Jackie Huba,Ben McConnell
Creating Customer Evangelists Book PDF

Author : Jackie Huba,Ben McConnell
Publisher : Lewis Lane Press
Page : 0 pages
File Size : 48,7 Mb
Release : 2012-08
Category : Business & Economics
ISBN : 0988195402

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Creating Customer Evangelists by Jackie Huba,Ben McConnell Pdf

When customers are truly thrilled about their experience with a product or service, they have the potential to become one of its influential evangelists. Savvy marketing professionals know that this group of true believers can be leveraged as a potent force to build word of mouth that leads to new customers. Creating Customer Evangelists explains how to develop marketing and sales strategies that create communities of passionate customers. By cultivating a dialogue and then creating emotion-driven relationships with customers, companies can inspire grassroots support. Creating Customer Evangelists shows how to convert good customers into exceptional ones who willingly spread the word. "Lessons of customer evangelism related through real life company stories make this book an absorbing read." -- Harvard Business School "I'll admit it: at first, I was a skeptic. But halfway through this savvy and compelling book, I became a convert. And by the time I'd turned the last page, I'd become an evangelist. Say it with me, brothers and sisters: customer evangelism is the future!" -- Dan Pink, author of Drive and A Whole New Mind "An inspiring and thorough book packed with real life examples, action items and insight." -- Emanuel Rosen, author of The Anatomy of Buzz Jackie Huba and Ben McConnell, authors of Citizen Marketers, popularized the term "customer evangelism." The Seth Godin-edited New York Times bestseller The Big Moo featured them among 33 of "the world's smartest business thinkers."

Build Your Customer Strategy

James G. Barnes
Build Your Customer Strategy Book PDF

Author : James G. Barnes
Publisher : John Wiley & Sons
Page : 223 pages
File Size : 47,6 Mb
Release : 2007-01-06
Category : Business & Economics
ISBN : 9780470056264

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Build Your Customer Strategy by James G. Barnes Pdf

"The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.