Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management - Couverture rigide

Daffy, Chris

 
9780749498061: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
Couverture rigide
ISBN 10 : 0749498064 ISBN 13 : 9780749498061
Editeur : Kogan Page Ltd, 2019

Synopsis

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.

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de l?auteur

Chris Daffy was an established author, speaker and writer, with over 20 years' experience helping organizations to improve customer service, experience management and loyalty building. He provided training throughout the UK and Northern Europe with clients including: Airbus; Air Products; AXA; BAE Systems; BBC; Barclaycard; Brenntag; DHL; Dorchester Hotel; JCB; Legal & General; Pizza Express; Saint Gobain Group; Toyota/Lexus; Unilever Group; Watches of Switzerland.

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Kogan Page Ltd
Date d'édition
2019
Langue
anglais
ISBN 10 
0749498064
ISBN 13 
9780749498061
Reliure
Relié
Nombre de pages
264
Coordonnées du fabricant
non disponible
Personne responsable
non disponible

Autres éditions populaires du même titre

9780749484309: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Edition présentée

ISBN 10 :  0749484306 ISBN 13 :  9780749484309
Editeur : Kogan Page, 2019
Couverture souple