Description
Book SynopsisYou''ve read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz.
Trade Review"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." --From Harvard Business School Working Knowledge
Table of ContentsForeword, General Robert T. Herres, USAF (Ret.), Chairman, USAA ix
About the Author xi
Preface xiii
Acknowledgments xvi
1 Customer Loyalty: The Way to Many Happy Returns 1
2 A Closer Look at Loyalty 17
3 Growing a Loyal Customer: The Seven Key Stages 30
4 Turning Suspects into Qualified Prospects 50
5 Turning Qualified Prospects into First-Time Buyers 74
6 Turning First-Time Buyers into Repeat Customers 99
7 Turning Repeat Customers into Loyal Clients 131
8 Turning Loyal Clients into Advocates 151
9 Customer Loss: How to Prevent It and What to Do When It Strikes 173
10 How to Develop a Loyalty-Driven Culture in Your Company 193
The Twelve Laws of Loyalty 217
References 223
Company Index 233
Subject Index 237
Jill Griffin Wants Your Stories 253
