Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers
| Author | : | |
| Rating | : | 4.56 (691 Votes) |
| Asin | : | 1440856567 |
| Format Type | : | paperback |
| Number of Pages | : | 180 Pages |
| Publish Date | : | 2014-08-25 |
| Language | : | English |
DESCRIPTION:
McClellan is an academic, author, executive coach, and management consultant with a global practice.. John A. Larson is senior partner in John Larson and Company, a firm specializing in helping clients increase their growth and profitability by improving the loyalty of the customers they serve.Bennett E
Unless you know exactly who your target customers are it is impossible to determine what they want, much less market to them effectively. Luke Jr., Non-Executive Chairman, WestRock)"The distinction between customer satisfaction and customer loyalty is fine, and the relationship between the two can be capricious. Capturing Loyalty provides an invaluable map through the hazards and pitfalls of satisfaction in the pursuit of truly, enduringlyand profitablyloyal customers." (Jon R. I had the pleasure of successfully working with John Larson to improve both employee and customer satisfaction during my time at Staples.
The authors also provide a fail-safe method for identifying the risks inherent in your business.• Provides research-based insights into consumer behavior across a diverse series of businesses, including health care, food service, hotels, pharmaceuticals, and retail• Demonstrates that the idea of there being a linear relationship between customer satisfaction and customer loyalty is a myth• Refutes the oft-heard objection that creating highly satisfied customers is too costly by showing that highly satisfied customers