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Capturing Loyalty.

Author: John A Larson; Bennett E McClellan
Publisher: Santa Barbara : ABC-CLIO, LLC, 2017.
Edition/Format:   eBook : Document : EnglishView all editions and formats
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Genre/Form: Electronic books
Additional Physical Format: Print version:
Larson, John A.
Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers.
Santa Barbara : ABC-CLIO, LLC, ©2017
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: John A Larson; Bennett E McClellan
ISBN: 9781440856570 1440856575
OCLC Number: 1003259976
Description: 1 online resource (216 pages)
Contents: Cover; Half Title; Title; Copyright; Dedication; Contents; Foreword; Preface: Consistency-Based vs. Delight-Based Customer Loyalty; Acknowledgements; 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, AlwaysChapter 10 Frontline Employees: Satisfactions Ambassador's; 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; Postscript; Notes; Index.

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