| Description |
xv, 174 pages : illustrations ; 24 cm |
| Contents |
1. What do customers want? -- 2. Lessons in customer loyalty form the past -- 3. New customers, new challenges -- 4. The benefits of winning customer loyalty -- 5. Customer loyalty and service brands -- 6. The one question that really matters -- 7. The loyalty-building experience take center stage -- 8. Making loyalty-building experiences happen -- 9. The future -- 10. Summary of key points |
| Summary |
"This book is the first to trace the momentous and intimate link between customer loyalty and changes in society. The authors, arguing that customers possess an innate desire to be loyal even in today's fast-moving markets, show how organizations can boost their profits and revenues by developing a deeper understanding of the dynamic factors that influence customer loyalty. The authors present a revolutionary new approach that builds upon social and economic research to provide practical and workable commercial solutions. This book is essential reading for anyone involved in winning and keeping customers."--BOOK JACKET |
| Bibliography |
Includes bibliographical references (pages 170-171) and index |
| Subject |
Customer relations.
|
|
Brand loyalty.
|
|
Service industries.
|
| Author |
Etherington, Lyn.
|
| LC no. |
2005055275 |
| ISBN |
1403997632 (cloth) |
|
9781403997630 |
|
