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Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management - Rilegato

Daffy, Chris

 
9780749498061: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management
Rilegato
ISBN 10: 0749498064 ISBN 13: 9780749498061
Casa editrice: Kogan Page Ltd, 2019

Sinossi

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers.

Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.

Informazioni sull'autore

Chris Daffy is an established author, speaker and writer, with over 20 years' experience helping organizations to improve customer service, experience management and loyalty building. He provides training throughout the UK and Northern Europe with clients including: Airbus; Air Products; AXA; BAE Systems; BBC; Barclaycard; Brenntag; DHL; Dorchester Hotel; JCB; Legal & General; Pizza Express; Saint Gobain Group; Toyota/Lexus; Unilever Group; Watches of Switzerland.

Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.

Editore
Kogan Page Ltd
Data di pubblicazione
2019
Lingua
Inglese
ISBN 10 
0749498064
ISBN 13 
9780749498061
Rilegatura
Copertina rigida
Numero edizione
1
Numero di pagine
247
Contatto del produttore
non disponibile
Persona responsabile
GPSR Kontakt
gpsr@libri.de

Europaallee 1
Bad Hersfeld
36244
Germania

Altre edizioni note dello stesso titolo

9780749484309: Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

Edizione in evidenza

ISBN 10:  0749484306 ISBN 13:  9780749484309
Casa editrice: Kogan Page, 2019
Brossura