Customer loyalty, retention, and customer relationship management.

Format:

Book

Author/Creator:

Emerald Group Publishing, author, issuing body.

Series:

Journal of Consumer Marketing ; 23, no. 7

Language:

English

Subjects (All):

Customer relations.

Consumer behavior.

Physical Description:

1 online resource (117 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2006.

Language Note:

English

Summary:

Why do some companies tend to succeed in their attempts at not only attracting customers who tend to repeat their purchase of that company's specific brand, but also tend to have these customer's become "brand advocates" in attracting new customers for that company? In this e-book, the concept of customer loyalty, retention and customer relationship management (CRM) is evaluated and examined.

Contents:

Cover; Contents; Editorial; Using private label credit cards as a loyalty tool; Using customer equity models to improve loyalty and profits; The art of storytelling: how loyalty marketers can build emotional connections to their brands; Life is not a shopping cart: three keys to building brands and improving customer loyalty; The role of loyalty programs in behavioral and affective loyalty; Lasting customer loyalty: a total customer experience approach; Segmenting customer-brand relations: beyond the personal relationship metaphor; Look after me and I will look after you!

A strategic approach to building online customer loyalty: integrating customer profitability tiersThe royalty of loyalty: CRM, quality and retention; Masochistic marketing: Volvo Australia's not "so safe" strategy; Customer satisfaction and loyalty in a digital environment: an empirical test; Customer loyalty programs: are they fair to consumers?; Can a brand outperform competitors on cross-category loyalty? An examination of cro

Notes:

Description based upon print version of record.

ISBN:

1-280-73784-0

9786610737840

1-84663-239-0

OCLC:

99763564

Publisher Number:

9781846632389