Tab Article
This is part of a series of AMA management briefings which provide concise reports on current trends for professionals. It considers the question of customer satisfaction and customer loyalty, showing how to maximize profitability.
Beyond Customer Satisfaction to Customer Loyalty : The Key to Greater Profitability
Title: Beyond Customer Satisfaction to Customer Loyalty : The Key to Greater Profitability
Author: Keki R. Bhote
ISBN: 0814423620 / 9780814423622
Format: Soft Cover
Pages: 148
Publisher: AMACOM
Year: 1996
Availability: In Stock
Tab Article
Introduction
Part 1 : Transition from Customer Satisfaction to Customer Loyalty
Chapter 1 : The Four Stages in the Evoluation of Customer Loyalty
Chapter 2 : Customer Differentiation : Focus on "Core" Customers
Chapter 3 : Why Companies Don't Satisfy Their Customers
Chapter 4 : Customer Loyalty - The Ultimate Business Challenge
Chapter 5 : The Ten Inviolate Principles of Customer Loyalty
Part 2 : A Seven-Step Roadmap to Attain and Maintain Customer Loyalty, With an Audit to Assess Effectiveness at Each Step
Chapter 6 : Step 1 : Top Management Commitment and Involvement
Chapter 7 : Step 2 : Internal Benchmarking - A Baseline
Chapter 8 : Step 3 : Determining Customer Requirements
Chapter 9 : Step 4 : Assessing the Capabilities of the Competition
Chapter 10 : Step 5 : Measuring Customer Satisfaction and Customer Loyalty
Chapter 11 : Step 6 : Analyzing Customer, Former Customer, Noncustomer, and Competitor Feedback
Chapter 12 : Step 7 : Continuous Improvement
Conclusion
Title: Beyond Customer Satisfaction to Customer Loyalty : The Key to Greater Profitability
Author: Keki R. Bhote
ISBN: 0814423620 / 9780814423622
Format: Soft Cover
Pages: 148
Publisher: AMACOM
Year: 1996
Availability: In Stock
Author: Keki R. Bhote
ISBN: 0814423620 / 9780814423622
Format: Soft Cover
Pages: 148
Publisher: AMACOM
Year: 1996
Availability: In Stock
Tab Article
Introduction
Part 1 : Transition from Customer Satisfaction to Customer Loyalty
Chapter 1 : The Four Stages in the Evoluation of Customer Loyalty
Chapter 2 : Customer Differentiation : Focus on "Core" Customers
Chapter 3 : Why Companies Don't Satisfy Their Customers
Chapter 4 : Customer Loyalty - The Ultimate Business Challenge
Chapter 5 : The Ten Inviolate Principles of Customer Loyalty
Part 2 : A Seven-Step Roadmap to Attain and Maintain Customer Loyalty, With an Audit to Assess Effectiveness at Each Step
Chapter 6 : Step 1 : Top Management Commitment and Involvement
Chapter 7 : Step 2 : Internal Benchmarking - A Baseline
Chapter 8 : Step 3 : Determining Customer Requirements
Chapter 9 : Step 4 : Assessing the Capabilities of the Competition
Chapter 10 : Step 5 : Measuring Customer Satisfaction and Customer Loyalty
Chapter 11 : Step 6 : Analyzing Customer, Former Customer, Noncustomer, and Competitor Feedback
Chapter 12 : Step 7 : Continuous Improvement
Conclusion
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