Customer Loyalty

A Guide for Time Travelers

Sionade Robinson, Lyn Etherington

174 pages, parution le 24/11/2005

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Résumé

The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.

L'auteur - Sionade Robinson

Sionade Robinson is co-founder of the services excellence consultancy, Cape Consulting. She holds a doctorate in Systems Sciences and has worked for the global workplace learning consultancy, the Forum Corporation as well as setting up a research team at Cass Business School to study ways of developing service strategies to improve customer satisfaction. She works with all industries, particularly financial services, professional services and the leisure industry.

L'auteur - Lyn Etherington

Lyn Etherington is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.

Sommaire

List of Figures and Tables
Preface
What do Customers Want?
Lessons in Customer Loyalty of the Past
New Customers New Challenges
The Benefits of Winning Customer Loyalty
Customer Loyalty and Service Brands
The One Question That Really Matters
The Loyalty-Building Experiences Take Centre Stage
Making Loyalty-Building Experiences Happen
The Future
The Summary of Key Points
Bibliography
Index

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Palgrave
Auteur(s)	Sionade Robinson, Lyn Etherington
Parution	24/11/2005
Nb. de pages	174
Format	16 x 24
Couverture	Relié
Poids	443g
Intérieur	Noir et Blanc
EAN13	9781403997630
ISBN13	978-1-4039-9763-0