Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Chris Daffy

ISBN 10: 0749484306 / ISBN 13: 9780749484309

Verlag: Kogan Page, 2019

Beschreibung

2019. 1st Edition. Paperback. . . . . .

Bestandsnummer des Verkäufers V9780749484309

Bibliografische Details

• Titel: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
• Verlag: Kogan Page
• Erscheinungsjahr: 2019
• Sprache: Englisch
• ISBN-10: 0749484306
• ISBN-13: 9780749484309
• Einband: Softcover
• Auflage: 1. Auflage
• Zustand: New

Über diesen Titel

Inhaltsangabe

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.

Über die Autorin bzw. den Autor

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.