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Capturing Loyalty: How to Measure, - Tapa dura, de Larson John A.; - Muy bueno-
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Libro que se ha leído y que no tiene un aspecto nuevo, pero que está en un estado excelente. No hay desperfectos visibles en la tapa y se incluye sobrecubierta, si procede, para las tapas duras. Todas las páginas están en perfecto estado, sin arrugas ni roturas y no falta ninguna. El texto no está subrayado ni resaltado de forma alguna, y no hay anotaciones en los márgenes. Puede presentar marcas de identificación mínimas en la contraportada o las guardas. Muy poco usado. Consulta el anuncio del vendedor para obtener más información y la descripción de cualquier posible imperfección.
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N.º de artículo de eBay:404933033173
Última actualización el 24 sep 2024 01:15:33 H.EspVer todas las actualizacionesVer todas las actualizaciones
Características del artículo
- Estado
- Book Title
- Capturing Loyalty: How to Measure, Generate, and Profit from High
- ISBN
- 9781440856563
- Subject Area
- Philosophy, Business & Economics
- Publication Name
- Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
- Publisher
- Bloomsbury Publishing USA
- Item Length
- 9.2 in
- Subject
- Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
- Publication Year
- 2017
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Item Height
- 0.6 in
- Item Weight
- 18 Oz
- Item Width
- 6.1 in
- Number of Pages
- 216 Pages
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Product Identifiers
Publisher
Bloomsbury Publishing USA
ISBN-10
1440856567
ISBN-13
9781440856563
eBay Product ID (ePID)
234308789
Product Key Features
Number of Pages
216 Pages
Language
English
Publication Name
Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
Subject
Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
Publication Year
2017
Type
Textbook
Subject Area
Philosophy, Business & Economics
Format
Hardcover
Dimensions
Item Height
0.6 in
Item Weight
18 Oz
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
Intended Audience
College Audience
LCCN
2017-023424
Dewey Edition
23
Reviews
"Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." - Choice, "Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." -- Choice "Solid advice for businesses of all sizes." -- Library Journal "Through research and success stories, Capturing Loyalty offers a new approach to a very old problem, and advances the field significantly for the first time in a decade." -- Forbes, 2018 Summer Reading List
Number of Volumes
1 vol.
Dewey Decimal
658.812
Table Of Content
Foreword by Maxine Clark Preface: Consistency-Based vs. Delight-Based Customer Loyalty Acknowledgements Chapter 1 Blinded by Delight: The Truth about Customer Loyalty Chapter 2 Less Risk Means More Customer Profits Chapter 3 Risks Lurk Everywhere Chapter 4 Eliminate the Risks That Matter Most Chapter 5 Making the Case for Making Things Easy Chapter 6 Visionary Leaders Create the Imperative Chapter 7 Informal Leaders Move Mountains from the Middle Chapter 8 Products Must Fulfill Customer Expectations Chapter 9 Always Keep Your Promises, Always Chapter 10 Frontline Employees: Satisfaction's Ambassadors Chapter 11 Supervisory Staff: Evangelists of Risk-Free Relationships Chapter 12 Systems That (Em)power the Loyalty Mandate Chapter 13 Stories to Reinforce What Matters to Customers Chapter 14 The Train Wreck of Customer Loyalty Programs Chapter 15 Customer Loyalty: An Institutional Imperative Postscript Notes Index
Synopsis
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. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made--two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees., Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made--two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.
LC Classification Number
HF5415.525
Descripción del artículo del vendedor
Información de vendedor profesional
AZ Texts LLC
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228 Park Ave S
38827
10003 New York, NY
United States
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Votos de vendedor (114.803)
- s***u (214)- Votos emitidos por el comprador.Mes pasadoCompra verificadaI purchased Gods of Asgard graphic novel on 9/3 and it arrived on 9/11. It was as described and as pictured, gently used and clean with no markings. Tracking the order was easy and it arrived by USPS with no damage. I am happy 😀 with my purchase, fair purchase price and that the eBay Seller included the shipping costs into the purchase price.🏆 The eBay seller packaged well. I would recommend this eBay Seller and their store.👍🏼 It was nice doing business with them. Thank you
- i***. (123)- Votos emitidos por el comprador.Últimos 6 mesesCompra verificadaOverall, positive experience since seller made some effort to make things right. Seller did not pack this book well at all. Book arrived damaged due to insufficient packing (book was packed in a flimsy shipping bag). Was clearly creased on the spine despite "very good" description. Seller helped by giving me a partial refund. Still disappointed in the poor packing. Hopefully they learn to pack properly otherwise I won't be buying again from them.
- o***n (133)- Votos emitidos por el comprador.Últimos 6 mesesCompra verificadaAfter ordering this from 4 other sellers who said they were selling this edition then shipped the cheaper reissue to me this seller shipped exactly what was pictured and it’s in great same as stated on the listing. This seller was spectacular at answering some questions presale and I’d 100% order from them again. Thabks!!!!!!