Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers
- ISBN-10
- 1440856575
- ISBN-13
- 9781440856570
- Category
- Business & Economics
- Pages
- 197
- Language
- English
- Published
- 2017-09-15
- Publisher
- ABC-CLIO
- Authors
- John A. Larson, Bennett E. McClellan
Description
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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Other editions
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- 2017-09-15
- 282 pages
- Ebook
- Bloomsbury Publishing USA
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