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It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company's evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers:
** increase customer retention rates and convert one-time buyers into lifelong customers
** achieve a breakthrough profit improvement by concentrating on customer loyalty
** make employee empowerment real, not just a fad or slogan.
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Keki R. Bhote (Glencoe, IL) is an independent consultant specializing in quality and productivity improvement. The author of nine books, including World Class Quality (Amacom), and former senior consultant for Motorola, he has been an advisor to over 300 companies globally, ranging from diverse manufacturing and service industries to universities and governments.
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Book Description AMACOM, 1996. Paperback. Condition: New. Seller Inventory # DADAX0814423620
Book Description AMACOM, 1996. Condition: New. book. Seller Inventory # M0814423620
Book Description AMACOM, 1996. Paperback. Condition: New. Never used!. Seller Inventory # P110814423620
Book Description AMACOM. PAPERBACK. Condition: New. 0814423620 New Condition. Seller Inventory # NEW99.1456331
Book Description Condition: New. New. Seller Inventory # STRM-0814423620
Book Description AMACOM, 1996. Paperback. Condition: New. 1St Edition. Ships with Tracking Number! INTERNATIONAL WORLDWIDE Shipping available. Buy with confidence, excellent customer service!. Seller Inventory # 0814423620n