Capturing Loyalty

2017-09-15
Capturing Loyalty

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  • Author: John A. Larson
  • Publisher: Bloomsbury Publishing USA
  • ISBN: 1440856575
  • Category : Business & Economics
  • Languages : en
  • Pages : 216

Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

Capturing Loyalty

2017-09-15
Capturing Loyalty

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  • Author: John A. Larson
  • Publisher: Bloomsbury Publishing USA
  • ISBN:
  • Category : Business & Economics
  • Languages : en
  • Pages : 282

Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

The Butterfly Customer

2000-08-29
The Butterfly Customer

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  • Author: Susan M. O'Dell
  • Publisher: J. Wiley & Sons Canada
  • ISBN:
  • Category : Business & Economics
  • Languages : en
  • Pages : 296

Develop difficult-to-attain customer trust and loyalty through predictable and consistent service experience Today's customer is a "Butterfly Customer," skeptical, not loyal to any product or company, and only yours until the next best thing comes along. The Butterfly Customer defines the true meaning of customer loyalty and provides a master plan for achieving success. Authors Susan O'Dell and Joan Pajunen explain that a better measure of a customer's loyalty is how much trust they place in your business. Here, business managers will learn how to write their own contracts with customers, determine what promises that contract with the customer implies, and focus on delivering service. By running a business with integrity, owners will develop trust with their customers and profit by doing so. * Includes numerous examples of actual companies and what actions they are taking to capture customers' loyalty Susan M. O'Dell and Joan A. Pajunen (both from Mississauga, Canada) are Principals in Service Dimensions, a consulting company specializing in retail and service sectors.

Capturing Customers' Hearts

2000
Capturing Customers' Hearts

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  • Author: Brian Clegg
  • Publisher: Financial Times/Prentice Hall
  • ISBN:
  • Category : Business & Economics
  • Languages : en
  • Pages : 246

We all realize how important customers are. We all know what will help build a good relationship with our customers. Yet so often it is done badly. Unlike great products and low prices, great customer service is hard to copy. In a fiercely competitive world, differentiation is the name of the game.Capturing Customers' Heartsanalyzes companies where the product or the company itself generates a special reaction in a customer, something much more than brand loyalty - true affection. Building 12 components of charisma on the foundation of service delivery, it uses examples of best and worst practice to pinpoint the forces that will win new customers, keep them and capture their hearts.Capture your customers' hearts - their loyalty will follow.There has been a crucial focus on customer service for at least 15 years. So does this mean that we can concentrate on the next big thing? Not a chance. Survey after survey has shown that really good customer service is still the exception. And with customer expectations higher than ever, and the competition not standing still - especially with the emergence of the wired world - an outstanding customer relationship is the only safe way of building differentiation.To make a customer relationship the driving force behind repeat business and differentiation calls for a quantum shift in thinking and doing; from customer friendliness to customer charisma. A business with charisma gives the customer something very special. When you deal with a business with charisma, you want to tell others about it. You want to share your feelings. This book is about giving your business charisma. Capturing Customers' Hearts analyzes what lies behind customers' emotional attachment to a product or service, and teaches you how to create customer charisma so that not only is your company winning new customers, but is keeping its existing ones.You'll never look at your customers in the same way again.Reviews"Essential reading - every page presents insights and facts that are now crucial to differentiation and success." Adrian E. Lucas, CEO, Imerge Limited "Yet again Brian goes to the heart of the issue giving an inspired insight into the realities of managing customer relationships. A must for companies who want to stand out like a beacon by going the extra light year for their customers..." Tony Solomon, Marketing Communications Director, Zurich IFA Group"Brian Clegg's new book is a 'tour de force'. It ranges wide over the vast terrain of customer service as well as digging deep into some of the fundamental issues that still need to be addressed. Not only did I learn a lot from this excellent book but I found it incredibly enjoyable to read." David Freemantle, author, The Stimulus Factor "Provides brilliant insights into attracting and retaining customers." Tim Robison, Director, Lucent Technologies

Loyalty Myths

2005-10-10
Loyalty Myths

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  • Author: Timothy L. Keiningham
  • Publisher: John Wiley & Sons
  • ISBN: 0471746835
  • Category : Business & Economics
  • Languages : en
  • Pages : 256

In Loyalty Myths, the authors have assembled53 of the most common beliefs about customer loyalty – all ofthem wrong or misconceived! Each of the beliefs in this book isdebunked with real-world examples. While other books speak inplatitudes; this book is the only one to validate each propositionwith real data. Granted unprecedented access to customer records from a varietyof multi-national corporations. Through these records, IpsosLoyalty was able to precisely track the impact of thiscustomer-centric construct on actual purchasing behavior. Theauthors’ findings and conclusions will stun business leadersaround the world. The lessons learned from these provide a trueguide for the proper use of customer loyalty.

Handbook of Research on Customer Loyalty

2022-07-19
Handbook of Research on Customer Loyalty

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  • Author: Keeling, Debbie I.
  • Publisher: Edward Elgar Publishing
  • ISBN: 1800371632
  • Category : Business & Economics
  • Languages : en
  • Pages : 384

Identifying customer loyalty as a crucial success factor in contemporary marketing thinking and practice, this innovative Handbook incorporates a rich collection of perspectives on the current topics and research-driven practices in the field. Leading scholars offer an insightful reimagining of the research methods, metrics, and designs for the future of measuring and predicting customer loyalty.

Cases Decided in the Court of Claims of the United States

1898
Cases Decided in the Court of Claims of the United States

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  • Author: United States. Court of Claims
  • Publisher:
  • ISBN:
  • Category :
  • Languages : en
  • Pages : 696

Current Scientific and Industrial Reality

2007
Current Scientific and Industrial Reality

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  • Author: Carsten Gundlach
  • Publisher: kassel university press GmbH
  • ISBN: 389958340X
  • Category : Creative thinking
  • Languages : en
  • Pages : 312

Illini Loyalty

2011
Illini Loyalty

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  • Author:
  • Publisher: University of Illinois Press
  • ISBN: 0252035003
  • Category : Art
  • Languages : en
  • Pages : 15

Acclaimed Prairiescapes photographer Larry Kanfer presents his alma mater in his newest book as only he can. Through the eyes of an artist attuned to the details of place and space, Kanfer reveals the familiar vistas and landmarks that make the University of Illinois a special place for tens of thousands of students and alumni each year. A proud graduate of the University of Illinois himself, Kanfer shows the Urbana-Champaign campus from the North Quad to the South Farms, capturing campus events, iconic buildings, and architectural details from inside and outside. Crowds roar as they cheer on the Fighting Illini in Memorial Stadium and Assembly Hall, and undergrads share a quiet moment between classes at the Illini Union. Kanfer's images convey the character of the school throughout the seasons, from the bloom of spring to winter's blanketing snows. The images illustrate the splendor of the university's academic buildings and the grandeur of its libraries, its intimate corners and vaulted lecture halls, its museums and residence halls. Accompanying text by Alaina Kanfer guides readers through the campus scenes, providing the history and lore of landmarks such as Lorado Taft's Alma Mater sculpture, the venerable Morrow Plots, the Altgeld Hall bell tower, and more than a century's worth of class gifts that embellish the campus landscape. The Kanfers also commemorate notable people in the university's history, highlight newer additions to the campus such as the Siebel Center for Computer Science and the ACES Library, and celebrate long-standing traditions including Homecoming, Illini sports, graduation, and Quad Day. A must-have for students, graduates, parents, and fans, Illini Loyalty memorably conveys the University of Illinois' spirit of education, innovation, and pride, and every page is infused with Larry Kanfer's fierce devotion to the Urbana-Champaign campus.

The Loyalty Leap for B2B

2013-07-09
The Loyalty Leap for B2B

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  • Author: Bryan Pearson
  • Publisher: Penguin
  • ISBN: 0698138236
  • Category : Business & Economics
  • Languages : en
  • Pages : 100

The bestselling author of The Loyalty Leap applies the principles of customer intimacy to a business-to-business context. Since the publication of New York Times bestseller The Loyalty Leap, Bryan Pearson’s customer loyalty approach to marketing has changed the way many organizations use their customer data. Small coffee shops and large corporations have applied the Loyalty Leap principles to effectively deliver mutual value to customers. But many readers have asked the same question: “How can I apply these lessons in a business-to-business context?” While the principles outlined in The Loyalty Leap hold true whether the customer is an individual or a business, the application of the Loyalty Leap steps can vary. While an individual might respond favorably to one sales pitch, a large corporation with a complicated sales chain might respond very differently. Drawing on his own experience and extensive research, Pearson helps B2B marketers avoid the pitfalls of loyalty marketing to businesses. He helps marketers segment their market into small business, large enterprise, and channel marketers, and explains how a customer loyalty plan can be adapted for each segment. Sharing case studies of successful B2B loyalty initiatives from leaders such as American Express, PHX, Teradata and Salesforce.com, he shows that B2B organizations can successfully take The Loyalty Leap. The Loyalty Leap for B2B is a practical guide that will help you cultivate loyalty among your business customers.