Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management - Softcover

Daffy, Chris

Softcover

ISBN 10: 0749484306 ISBN 13: 9780749484309

Publisher: Kogan Page, 2019

Synopsis

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.

About this title

About the Author

Chris Daffy is an established author, speaker and writer, with over 20 years' experience helping organizations to improve customer service, experience management and loyalty building. He provides training throughout the UK and Northern Europe with clients including: Airbus; Air Products; AXA; BAE Systems; BBC; Barclaycard; Brenntag; DHL; Dorchester Hotel; JCB; Legal & General; Pizza Express; Saint Gobain Group; Toyota/Lexus; Unilever Group; Watches of Switzerland.

Review

"Quite frankly, I couldn't put it down! The perfect mix of stories combined with research that spans a lifetime, with wonderful examples from a broad church of industries such as Ritz-Carlton, SW Airlines and M&S. I will be buying copies for my team." (Peter van Peborgh-Gooch, General Manager - Visitor Centre, William Grant & Sons Distillers)

"Chris Daffy has an incredible ability to make the complicated stuff simple to understand and his work has been of great value to me personally, fantastic for my team's development and hugely beneficial for our business." (Magda Dexter, Customer Experience Director, Saint-Gobain Building Distribution Sector, UK and Ireland)

"This is probably the most comprehensive work, providing a true 360 on the topic of loyalty, that I have read in a long time. It presents simple and clear methods without jargon, which in true Daffy style are practical, not just theoretical. This is an essential manager handbook for best practice in customer loyalty." (Nic Cunliffe, Sales Support Director, Vaillant Group UK)

"This is the bible of customer experience. It has everything you need to know about the subject." (Marius Persinaru, Country President, Schneider Electric Romania)

Edition details

• Publisher: Kogan Page
• Publication date: 2019
• ISBN 10: 0749484306
• ISBN 13: 9780749484309
• Binding: Paperback
• Language: English
• Edition number: 1
• Number of pages: 264