Beyond customer satisfaction to customer loyality: the key to greater profitability
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | Undetermined |
| Veröffentlicht: |
New York
American Management Assoc.
1996
|
| Schriftenreihe: | AMA management briefing
|
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 148 S. graph. Darst. |
| ISBN: | 0814423620 |
Internformat
MARC
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| 245 | 1 | 0 | |a Beyond customer satisfaction to customer loyality |b the key to greater profitability |c Keki R. Bhote |
| 264 | 1 | |a New York |b American Management Assoc. |c 1996 | |
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-021748787 | ||
Datensatz im Suchindex
| _version_ | 1804144614695763968 |
|---|---|
| adam_text | Contents
Introduction vii
Part 1: Transition from Customer Satisfaction to
Customer Loyalty 1
1 The Four Stages in the Evolution of Customer
Loyalty 3 /
2 Customer Differentiation: Focus on Core
Customers J3
3 Why Companies Don t Satisfy Their
Customers 21
4 Customer Loyalty—The Ultimate Business
Challenge 30
5 The Ten Inviolate Principles of Customer
Loyalty 42
Part 2: A Seven-Step Roadmap to Attain and
Maintain Customer Loyalty, With an Audit
to Assess Effectiveness at Each Step 55
6 Step 1: Top Management Commitment and
Involvement 57
V
vi Contents
7 Step 2: Internal Benchmarking—A Baseline 71 _
8 Step 3: Determining Customer Requirements 84
9™ Step 4: Assessing the Capabilities of the
Competition 97
10 Step 5: Measuring Customer Satisfaction and
Customer Loyalty 102
11 Step 6: Analyzing Customer, Former
Customer, Noncustomer, and Competitor
Feedback 117
12 Step 7: Continuous Improvement 129 ..
Conclusion 144
|
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| illustrated | Illustrated |
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| institution | BVB |
| isbn | 0814423620 |
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| spelling | Bhote, Keki R. Verfasser aut Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote New York American Management Assoc. 1996 148 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier AMA management briefing HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bhote, Keki R. Beyond customer satisfaction to customer loyality the key to greater profitability |
| title | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_auth | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_exact_search | Beyond customer satisfaction to customer loyality the key to greater profitability |
| title_full | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_fullStr | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_full_unstemmed | Beyond customer satisfaction to customer loyality the key to greater profitability Keki R. Bhote |
| title_short | Beyond customer satisfaction to customer loyality |
| title_sort | beyond customer satisfaction to customer loyality the key to greater profitability |
| title_sub | the key to greater profitability |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021748787&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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