Harvard business review on increasing customer loyalty.

Format:

Book

Author/Creator:

Review, Harvard Business, author.

Series:

Harvard business review paperback series.

Harvard Business Review paperback Series

Language:

English

Subjects (All):

Customer loyalty.

Customer relations.

Physical Description:

1 online resource (234 pages) : illustrations.

Place of Publication:

Boston, Massachusetts : Harvard Business Review Press, 2011.

Language Note:

English

Summary:

How do you keep your customers coming back-and get them to bring others?If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place.This collection of HBR articles will help you:- Turn angry customers into loyal advocates- Get more people to recommend you- Boost customer satisfaction by satisfying your employees- Focus on profitable customers--whether they're loyal or not- Invest in the right CRM technology for your business- Mine customer data for more effective marketing- Increase your customers' lifetime value.

Contents:

Intro

Contents

1: Stop Trying to Delight Your Customers {by} Matthew Dixon, Karen Freeman,and Nicholas Toman

2: Companies and the Customers Who Hate Them {by} Gail McGovern and Youngme Moon

3: The One Number You Need to Grow {by} Frederick F. Reichheld

4: Putting the Service-ProfitChain to Work {by} James L. Heskett, Thomas O. Jones,Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger

5: The Mismanagement of Customer Loyalty {by} Werner Reinartz and V. Kumar

6: CRM Done Right {by} Darrell K. Rigby and Dianne Ledingham

7: Diamonds in the Data Mine {by} Gary Loveman

8: Want to Perfect Your Company's Service? Use Behavioral Science {by} Richard B. Chase and Sriram Dasu

9: Best Face Forward {by} Jeffrey F. Rayport and Bernard J. Jaworski

Index.

Notes:

Bibliographic Level Mode of Issuance: Monograph

Includes bibliographical references and index.

Description based on print version record.

ISBN:

9786613632944

9781280646898

1280646896

9781422171967

1422171965

OCLC:

1024282922