Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Chris Daffy

ISBN 10: 0749484306 / ISBN 13: 9780749484309

Edité par Kogan Page, 2019

A propos de cet article

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

N° de réf. du vendeur V9780749484309

Détails bibliographiques

• Titre: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
• Éditeur: Kogan Page
• Date de parution: 2019
• Langue: anglais
• ISBN à 10 chiffres: 0749484306
• ISBN à 13 chiffres: 9780749484309
• Reliure: Couverture souple
• Édition: Edition originale
• État de l'article: New

A propos de ce titre

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.

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.