Notice bibliographique
- Notice
Type(s) de contenu et mode(s) de consultation : Texte noté : électronique
Auteur(s) : Larson, John Augustine (1947-....)
McClellan, Bennett E.
Clark, Maxine (1949-....)
Titre(s) : Capturing loyalty [Texte électronique] : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark
Publication : Santa Barbara : Praeger, copyright 201
Description matérielle : 1 online resource (xviii-197 p.)
Comprend : Comprend : Chapter 1. Blinded by delight : the truth about customer loyalty ; chapter
2. Less risk means more customer profits ; chapter 3. Risks lurk everywhere ; chapter
4. Eliminate the risks that matter most ; chapter 5. Making the case for making things
easy ; chapter 6. Visionary leaders create the imperative ; chapter 7. Informal leaders
move mountains from the middle ; chapter 8. Products must fulfill customer expectations
; chapter 9. Always keep your promises, always ; chapter 10. Frontline employees :
satisfaction's ambassadors ; chapter 11. Supervisory staff : Evangelists of risk-free
relationships ; chapter 12. Systems that (em)power the loyalty mandate ; chapter 13.
Stories to reinforce what matters to customers ; chapter 14. The train wreck of customer
loyalty programs ; chapter 15. Customer loyalty : an institutional imperative.
Note(s) : Bibliogr. p. 181-186. Index
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. Also included is a fail-safe method for identifying the risks inherent in
your business
Sujet(s) : Consommateurs -- Satisfaction
Fidélité à une marque
Indice(s) Dewey :
658.812 (23e éd.) = Relations avec la clientèle
Identifiants, prix et caractéristiques : ISBN 9781440856570. - ISBN 1440856575. - ISBN 9781440856563 (erroné)
Identifiant de la notice : ark:/12148/cb45554661w
Notice n° :
FRBNF45554661
(notice reprise d'un réservoir extérieur)
