Chris Daffy: Creating Customer Loyalty

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Sprache: Englisch

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Beschreibung

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 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.

Zusammenfassung

Features examples from international companies including Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic.

Inhaltsverzeichnis

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

Details

Erscheinungsjahr:	2019
Fachbereich:	Werbung & Marketing
Genre:	Importe , Wirtschaft
Rubrik:	Recht & Wirtschaft
Medium:	Taschenbuch
ISBN-13:	9780749484309
ISBN-10:	0749484306
Sprache:	Englisch
Herstellernummer:	8640
Einband:	Kartoniert / Broschiert
Autor:	Daffy, Chris
Hersteller:	Kogan Page
Verantwortliche Person für die EU:	Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de
Maße:	234 x 156 x 17 mm
Von/Mit:	Chris Daffy
Erscheinungsdatum:	28.04.2019
Gewicht:	0,599 kg