Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability (AMA Management Briefing)

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.

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.