Make customers happy, and an organization gets better results than any ad campaign or marketing program could generate. Turn customers off, and get ready to feel the devastating ripple effects.

Customer loyalty, in fact, is one of the most precious assets a company can have. But despite endless discussions about the customer (and continual customer service initiatives) very few companies excel at keeping their customers loyal.

SEVEN POWER STRATEGIES FOR BUILDING CUSTOMER LOYALTY introduces a powerful new model that virtually guarantees enhanced customer retention and long-term growth. Packed with self-evaluations and hands-on exercises, the book's high- impact tactics show readers how to build an organization-wide commitment to customer loyalty--and the tools and direction to do it.

Readers learn step by step, strategy by strategy, how to understand customer turnoffs, recover potentially lost customers, and consistently exceed the customer's expectations through "A-plus" value, personality, information, convenience, and more. These aren't just generic tips--they are results- oriented, theoretically sound tactics that will bring customers back again and again...and again.

About the Author

Paul R. Timm, Ph.D. (Provo, UT) is a professor at the Marriott School of Management, Brigham Young University. He is the author of 50 Powerful Ways to Win New Customers and many other books and training programs on customer service, management, and communication topics.

"About this title" may belong to another edition of this title.

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