Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Daffy, Chris Chris Daffy,

ISBN 10: 0749484306 / ISBN 13: 9780749484309

Published by Kogan Page, 2019

About this Item

Seller Inventory # 6666-IUK-9780749484309

Bibliographic Details

• Title: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
• Publisher: Kogan Page
• Publication Date: 2019
• Language: English
• ISBN 10: 0749484306
• ISBN 13: 9780749484309
• Binding: paperback
• Condition: New

About this title

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 the Author

Chris Daffy was the founder of The Marketing Group, The Academy of Service Excellence and The Leadership Forum. In 2007 he was made a Companion of the Institute of Customer Service.