Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
Language: English
Published by Kogan Page, 2019
- Softcover
- New
Seller: Ria Christie Collections, Uxbridge, United KingdomRia Christie Collections
AbeBooks seller since March 25, 2015
Condition: New
US$ 53.35
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Add to basketItem description from seller
In English.
Seller Inventory # ria9780749484309_new
- Title
- Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
- Author
- Daffy, Chris
- Publisher
- Kogan Page
- Publication year
- 2019
- Condition
- New
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 0749484306
- ISBN 13
- 9780749484309
- Item weight
- 528 grams
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.
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Ria Christie Collections
Uxbridge, United Kingdom
AbeBooks seller since March 25, 2015
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