
Customer Loyalty
A Guide for Time Travelers
Sionade Robinson, Lyn Etherington
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
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 |
Avantages Eyrolles.com
Nos clients ont également acheté
Consultez aussi
- Les meilleures ventes en Graphisme & Photo
- Les meilleures ventes en Informatique
- Les meilleures ventes en Construction
- Les meilleures ventes en Entreprise & Droit
- Les meilleures ventes en Sciences
- Les meilleures ventes en Littérature
- Les meilleures ventes en Arts & Loisirs
- Les meilleures ventes en Vie pratique
- Les meilleures ventes en Voyage et Tourisme
- Les meilleures ventes en BD et Jeunesse
- Entreprise & Droit Marketing et vente CRM
- Entreprise & Droit Finance - Comptabilité Normes IAS/IFRS
- Entreprise & Droit Production Qualité
- Entreprise & Droit Production Processus
- Entreprise & Droit Production Gestion de production
- Entreprise & Droit Production Maintenance
- Entreprise & Droit Création d'entreprise - Créer son entreprise Saga des entrepreneurs