Description
Book SynopsisChris Daffy was an established author, speaker and writer, with over 20 years' experience helping organizations to improve customer service, experience management and loyalty building. He provided training throughout the UK and Northern Europe with clients including: Airbus; Air Products; AXA; BAE Systems; BBC; Barclaycard; Brenntag; DHL; Dorchester Hotel; JCB; Legal & General; Pizza Express; Saint Gobain Group; Toyota/Lexus; Unilever Group; Watches of Switzerland.
Trade Review"This is the bible of customer experience. It has everything you need to know about the subject." * Marius Persinaru, Country President, Schneider Electric Romania *
"Chris Daffy has an incredible ability to make the complicated stuff simple to understand and his work has been of great value to me personally, fantastic for my team's development and hugely beneficial for our business." * Magda Dexter, Customer Experience Director, Saint-Gobain Building Distribution Sector, UK and Ireland *
"Quite frankly, I couldn't put it down! The perfect mix of stories combined with research that spans a lifetime, with wonderful examples from a broad church of industries such as Ritz-Carlton, SW Airlines and M&S. I will be buying copies for my team." * Peter van Peborgh-Gooch, General Manager - Visitor Centre, William Grant & Sons Distillers *
"This is probably the most comprehensive work, providing a true 360 on the topic of loyalty, that I have read in a long time. It presents simple and clear methods without jargon, which in true Daffy style are practical, not just theoretical. This is an essential manager handbook for best practice in customer loyalty." * Nic Cunliffe, Sales Support Director, Vaillant Group UK *
Table of Contents
- Chapter - 01: An introduction to the concept of customer loyalty management;
- Chapter - 02: Focusing on things that enable and enhance success and avoiding or removing those that disable it;
- Chapter - 03: The essential elements for success at customer loyalty management;
- Chapter - 04: Identifying, understanding and managing customer expectations;
- Chapter - 05: Critical customer experience management techniques;
- Chapter - 06: Creating and managing the memories that influence customer loyalty;
- Chapter - 07: Proven and practical customer loyalty strategy implementation tools and techniques;
- Chapter - 08: Measuring and monitoring what matters for customer loyalty – Experiences versus satisfaction;
- Chapter - 09: Turning great loyalty strategy ideas into worthwhile actions
