Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers by John Larson, Bennett McClellan
English | September 30th, 2017 | ASIN: B07577VC55, ISBN: 1440856567 | 215 Pages | EPUB | 1.92 MB
English | September 30th, 2017 | ASIN: B07577VC55, ISBN: 1440856567 | 215 Pages | EPUB | 1.92 MB
Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. 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 are consistently 2–5 percent cheaper to serve than satisfied ones
• Offers business owners and managers a proven methodology for better understanding the key aspects of a company's product and service offerings that create highly satisfied customers
• Examines the organizational challenges inherent in deploying a customer loyalty initiative and discusses ways that successful companies have overcome these challenges
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