Customer Loyalty (2^nd Ed., New and Revised Edition) How to Earn It, How to Keep It

Langue : Anglais

Auteur : Griffin Jill

Préfacier : Herres Robert T.

Résumé
Sommaire
Biographie

You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz.

Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA ix

About the Author xi

Preface xiii

Acknowledgments xvi

1 Customer Loyalty: The Way to Many Happy Returns 1

2 A Closer Look at Loyalty 17

3 Growing a Loyal Customer: The Seven Key Stages 30

4 Turning Suspects into Qualified Prospects 50

5 Turning Qualified Prospects into First-Time Buyers 74

6 Turning First-Time Buyers into Repeat Customers 99

7 Turning Repeat Customers into Loyal Clients 131

8 Turning Loyal Clients into Advocates 151

9 Customer Loss: How to Prevent It and What to Do When It Strikes 173

10 How to Develop a Loyalty-Driven Culture in Your Company 193

The Twelve Laws of Loyalty 217

References 223

Company Index 233

Subject Index 237

Jill Griffin Wants Your Stories 253

Jill Griffin is an internationally published author, business consultant, and speaker. As president of the Griffin Group in Austin, Texas, she speaks to and consults with businesses of all sizes, from Fortune 500 companies to law firms and small banks. She is coauthor of Customer WinBack (Jossey-Bass), deemed one of the thirty best business books of 2002 by Soundview Executive Book Summaries.