Verfügbarkeit: Capturing loyalty :

Capturing loyalty :: how to measure, generate, and profit from highly satisfied customers /

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. Also included is a fail-safe method for identifying the risks inherent in your business.

Gespeichert in:

Bibliographische Detailangaben
Hauptverfasser:	Larson, John A., 1947- (VerfasserIn), McClellan, Bennett E. (VerfasserIn)
Format:	Elektronisch E-Book
Sprache:	English
Veröffentlicht:	Santa Barbara, California : Praeger, an imprint of ABC-CLIO, LLC, [2017]
Schlagworte:	Consumer satisfaction. Customer loyalty. Customer relations. Consumer Behavior Consommateurs > Satisfaction. Consommateurs > Fidélité. BUSINESS & ECONOMICS > Industrial Management. BUSINESS & ECONOMICS > Management. BUSINESS & ECONOMICS > Management Science. BUSINESS & ECONOMICS > Organizational Behavior. Consumer satisfaction Customer loyalty Customer relations
Online-Zugang:	Volltext
Zusammenfassung:	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. Also included is a fail-safe method for identifying the risks inherent in your business.
Beschreibung:	1 online resource (xviii, 197 pages)
Bibliographie:	Includes bibliographical references and index.
ISBN:	9781440856570 1440856575

Internformat

MARC


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505	0		\|a 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.
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author	Larson, John A., 1947- McClellan, Bennett E.
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contents	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.
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discipline	Wirtschaftswissenschaften
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spelling	Larson, John A., 1947- author. http://id.loc.gov/authorities/names/n2017046865 Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark. Santa Barbara, California : Praeger, an imprint of ABC-CLIO, LLC, [2017] ©2017 1 online resource (xviii, 197 pages) text txt rdacontent computer c rdamedia online resource cr rdacarrier Includes bibliographical references and index. Online resource; title from digital title page (viewed on September 11, 2017). 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. 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. Also included is a fail-safe method for identifying the risks inherent in your business. Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer loyalty fast Customer relations fast McClellan, Bennett E., author. http://id.loc.gov/authorities/names/no2008054896 has work: Capturing loyalty (Text) https://id.oclc.org/worldcat/entity/E39PCFRJRbVHxwX3qPmxtF69Xd https://id.oclc.org/worldcat/ontology/hasWork Print version: Larson, John A., 1947- Capturing loyalty. Santa Barbara, California : Praeger, an imprint ofABC-CLIO, LLC, [2017] 9781440856563 (DLC) 2017023424 (OCoLC)1000150500 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1584636 Volltext
spellingShingle	Larson, John A., 1947- McClellan, Bennett E. Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / 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. Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer loyalty fast Customer relations fast
subject_GND	http://id.loc.gov/authorities/subjects/sh85031490 http://id.loc.gov/authorities/subjects/sh97009091 http://id.loc.gov/authorities/subjects/sh85034963 https://id.nlm.nih.gov/mesh/D003258
title	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers /
title_auth	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers /
title_exact_search	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers /
title_full	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.
title_fullStr	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.
title_full_unstemmed	Capturing loyalty : how to measure, generate, and profit from highly satisfied customers / John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.
title_short	Capturing loyalty :
title_sort	capturing loyalty how to measure generate and profit from highly satisfied customers
title_sub	how to measure, generate, and profit from highly satisfied customers /
topic	Consumer satisfaction. http://id.loc.gov/authorities/subjects/sh85031490 Customer loyalty. http://id.loc.gov/authorities/subjects/sh97009091 Customer relations. http://id.loc.gov/authorities/subjects/sh85034963 Consumer Behavior https://id.nlm.nih.gov/mesh/D003258 Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Industrial Management. bisacsh BUSINESS & ECONOMICS Management. bisacsh BUSINESS & ECONOMICS Management Science. bisacsh BUSINESS & ECONOMICS Organizational Behavior. bisacsh Consumer satisfaction fast Customer loyalty fast Customer relations fast
topic_facet	Consumer satisfaction. Customer loyalty. Customer relations. Consumer Behavior Consommateurs Satisfaction. Consommateurs Fidélité. BUSINESS & ECONOMICS Industrial Management. BUSINESS & ECONOMICS Management. BUSINESS & ECONOMICS Management Science. BUSINESS & ECONOMICS Organizational Behavior. Consumer satisfaction Customer loyalty Customer relations
url	https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=1584636
work_keys_str_mv	AT larsonjohna capturingloyaltyhowtomeasuregenerateandprofitfromhighlysatisfiedcustomers AT mcclellanbennette capturingloyaltyhowtomeasuregenerateandprofitfromhighlysatisfiedcustomers

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