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.

� 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 r�f�rence � une autre �dition de ce titre.

Description de la librairie

Kennys.ie is the largest exporter of books from Ireland currently exporting to approximately 100 countries around the world. Kennys Bookshop houses hundreds of thousands of books and specialises in collection development and library services, supplying booksellers and state and university libraries on a global scale including the U.S.A.,Japan and Europe. Kennys.ie is Ireland's Largest Online Bookshop.

Visitez la page d�accueil du vendeur

Informations commerciales relatives au vendeur

Kennys Bookshop and Art Galleries Ltd.
Liosban Industrial Estate, Tuam Road, Galway, Ireland

Conditions de vente :

Terms of Sale - Credit Cards: Visa, Master Card, American Express, Diner.
Payment can also be made by bank draft in Euros, drawn on an Irish Bank.

We regret that PO Boxes are not acceptable to the U.S. as our courier will not deliver to them.

In case of returns or queries please contact us by email books@kennys.ie or by phone +353 91 709350

VAT Registration - IE2238521A

Conor Kenny

Conditions de livraison :

Free Shipping

Modes de paiement
accept�s par le vendeur

Ajouter aux demandes de livres

Articles li�s � Creating Customer Loyalty: Build Lasting Loyalty Using...

Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Chris Daffy

Neuf(s) - Couverture rigide

Informations commerciales relatives au vendeur