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Customer Loyalty
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Customer Loyalty

Customer Loyalty

A Guide for Time Travelers

Sionade Robinson, Lyn Etherington

174 pages, parution le 24/11/2005

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
Voir tout
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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

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