Customer loyalty and success:
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Basingstoke [u.a.]
Macmillan
1995
|
| Ausgabe: | 1. publ. |
| Schriftenreihe: | Macmillan business
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIV, 292 S. graph. Darst. |
| ISBN: | 0333639103 |
Internformat
MARC
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-007027585 | ||
Datensatz im Suchindex
| _version_ | 1804125011631407104 |
|---|---|
| adam_text | Contents
List of Digests x
List of Figures xi
Preface xii
1 Tomorrow s Customer is Today s 1
Introduction 1
A history of customer loyalty 2
Forces shaping customer loyalty 4
Redefining the customer 15
The customer as carer 16
The customer as a resource 18
The customer as change driver 19
The customer as experience shaper 20
Conclusion 22
2 Moving beyond Marketing 24
Introduction 24
Databased marketing 24
The dynamics of databased marketing 25
Data collection 39
The technology of marketing 40
Types of customer contact 41
Retention management 43
Conclusion 64
3 Creating and Sustaining Loyalty Advantage 66
Introduction 66
Changing concepts of the customer 68
Managing changing customer relationships 69
Designing a strategy blueprint 71
Business to business customer retention 83
Key attributes for consumer satisfaction 86
Self esteem: The fulcrum of success 88
Customer retention cycle 89
Conclusion 96
vii
viii Contents |
4 The Three Dimensions of Customer Retention 98
Introduction 98
The economic dimension 98
Working capital 101
Hidden costs 101
Brand accounting 104
The psychological dimension 105
The ethical dimension 109
Balancing the dimensions 114
Conclusion 124
5 Customer Input Management 131
Introduction 131
Preconditions for CIM 132
A customer input management system 134
Anxiety control 142
Customer behaviour analysis 143
Customer encounter management 149
Customer pattern analysis 154
Conclusion 159
6 Not just Caring but Sharing 161
Introduction 161
Customer types 161
From caring to sharing 171
Ways of sharing care 177
Self interest and care 182
Making technocare work 183
Conclusion 187
7 Not just Receiving but Resourcing 188
Introduction 188
The human resources of consumption 189
Managing the balance of advantage 193
The customer as trainee 194
The customer as a resource 197
New types of self service 203
Empowering customers 205
Conclusion 207
Contents ix
8 Not just Value Seeking but Values Searching 208
Introduction 208
Searching for values 209
Cause marketing 213
Retention by values 215
Customer power 217
The compassion factor 219
Pressure for core values 223
Enforced consumption 230
Managing customers concerns 232
Conclusion 235
9 Not just Shopping but Shaping 237
Introduction 237
Creating your own reality 237
Experience shaping 239
The future of shopping 245
Interactive TV shopping 246
Entertainment Expeditions 249
Just for me cybershopping 251
The customer as shaper 253
From offered to self shaped experiences 255
Conclusion 263
10 Notjust Synergy but Symbiosis 265
Introduction 265
Rethinking quality and care 265
Organising for customer retention 266
Overcoming resistance 273
Strengthening synergistic relationships 277
Building symbiotic partnerships 281
Conclusion 287
Index 289
1
List of Digests
1.1 The evolution of provider customer relationships 5
1.2 Forces shaping customer loyalty 7
2.1 Databased relationship marketing techniques 27
2.2 Old and new customer loyalty practices 45
3.1 Building blocks of loyalty advantage 67
3.2 Technology and the new approaches 78
3.3 Customer loyalty and the well being factor 82
4.1 Customer retention costs 100
4.2 Unethical approaches to customer retention 110
4.3 An A to Z of retention reinforcers 115
5.1 Time frame of activities 133
5.2 Customer input proficiency levels 139
5.3 Customer anxiety management 144
5.4 Behaviours to facilitate customer input
management 150
5.5 Customer retention factors 155
6.1 Factors influencing unethical behaviour in
customers 163
6.2 Exemplars of care 172
6.3 From caring to sharing 175
6.4 The customer as sharer 179
6.5 Barriers to Technocare 184
7.1 The customer as a resource 198
8.1 Ways of harnessing customer power 218
8.2 Techniques for customer retention by values 220
8.3 Examples of customer pressure groups 224
9.1 Criteria for assessing the quality of service
experience 240
9.2 Transforming an experience from offered to
self shaped 257
10.1 Creating the customer retention organisation 268
10.2 Distinctive retention advantages 269
List of Figures
3.1 The management of customer relationships 72
3.2 Retention cost analysis 75
3.3 Technology impact analysis 81
3.4 Customer retention cycle 91
4.1 Retention costs cycle 99
4.2 Customer retention profile 125
5.1 Customer recruitment and retention relevance
tree 136
5.2 Customer encounter guide 157
10.1 Customer retention: Strategic analysis 1 278
10.2 Customer retention: Strategic analysis 2 279
10.3 Customer retention: Strategic analysis 3 280
10.4 Customer retention action planning 283
xi
|
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| id | DE-604.BV010542153 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T17:54:47Z |
| institution | BVB |
| isbn | 0333639103 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-007027585 |
| oclc_num | 33046665 |
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| physical | XIV, 292 S. graph. Darst. |
| publishDate | 1995 |
| publishDateSearch | 1995 |
| publishDateSort | 1995 |
| publisher | Macmillan |
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| series2 | Macmillan business |
| spelling | Lynch, James J. Verfasser aut Customer loyalty and success James J. Lynch 1. publ. Basingstoke [u.a.] Macmillan 1995 XIV, 292 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Macmillan business Klantgerichtheid gtt Consumer satisfaction Customer relations Kundentreue (DE-588)4393499-7 gnd rswk-swf Unternehmenserfolg (DE-588)4223768-3 gnd rswk-swf Kundentreue (DE-588)4393499-7 s Unternehmenserfolg (DE-588)4223768-3 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007027585&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Lynch, James J. Customer loyalty and success Klantgerichtheid gtt Consumer satisfaction Customer relations Kundentreue (DE-588)4393499-7 gnd Unternehmenserfolg (DE-588)4223768-3 gnd |
| subject_GND | (DE-588)4393499-7 (DE-588)4223768-3 |
| title | Customer loyalty and success |
| title_auth | Customer loyalty and success |
| title_exact_search | Customer loyalty and success |
| title_full | Customer loyalty and success James J. Lynch |
| title_fullStr | Customer loyalty and success James J. Lynch |
| title_full_unstemmed | Customer loyalty and success James J. Lynch |
| title_short | Customer loyalty and success |
| title_sort | customer loyalty and success |
| topic | Klantgerichtheid gtt Consumer satisfaction Customer relations Kundentreue (DE-588)4393499-7 gnd Unternehmenserfolg (DE-588)4223768-3 gnd |
| topic_facet | Klantgerichtheid Consumer satisfaction Customer relations Kundentreue Unternehmenserfolg |
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