Capturing loyalty: how to measure, generate, and profit from highly satisfied customers
"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 propo...
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Santa Barbara, California ; Denver, Colorado
Praeger, an imprint of ABC-CLIO, LLC
[2017]
|
| Schlagworte: | |
| Zusammenfassung: | "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."--Publisher's description |
| Beschreibung: | xviii, 197 pSeiten Diagramme |
| ISBN: | 9781440856563 1440856567 |
Internformat
MARC
| LEADER | 00000nam a2200000 c 4500 | ||
|---|---|---|---|
| 001 | BV044896704 | ||
| 003 | DE-604 | ||
| 005 | 20180530 | ||
| 007 | t | ||
| 008 | 180410s2017 |||| b||| 00||| eng d | ||
| 020 | |a 9781440856563 |9 978-1-440-85656-3 | ||
| 020 | |a 1440856567 |9 1-440-85656-7 | ||
| 035 | |a (OCoLC)1001433880 | ||
| 035 | |a (DE-599)BVBBV044896704 | ||
| 040 | |a DE-604 |b ger |e rda | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-521 | ||
| 084 | |a QP 620 |0 (DE-625)141911: |2 rvk | ||
| 100 | 1 | |a Larson, John A. |d 1947- |e Verfasser |0 (DE-588)1150547715 |4 aut | |
| 245 | 1 | 0 | |a Capturing loyalty |b how to measure, generate, and profit from highly satisfied customers |c John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark |
| 264 | 1 | |a Santa Barbara, California ; Denver, Colorado |b Praeger, an imprint of ABC-CLIO, LLC |c [2017] | |
| 264 | 4 | |c © 2017 | |
| 300 | |a xviii, 197 pSeiten |b Diagramme | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 505 | 8 | |a Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative | |
| 520 | 3 | |a "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."--Publisher's description | |
| 653 | 0 | |a Consumer satisfaction | |
| 653 | 0 | |a Customer loyalty | |
| 653 | 0 | |a Customer relations | |
| 653 | 0 | |a Consumer satisfaction | |
| 653 | 0 | |a Customer loyalty | |
| 653 | 0 | |a Customer relations | |
| 700 | 1 | |a MacClellan, Bernard Edward |d 1939- |e Verfasser |0 (DE-588)1056099216 |4 aut | |
| 700 | 1 | |a Clark, Maxine |0 (DE-588)115054760X |4 wpr | |
| 776 | 0 | 8 | |i Erscheint auch als |n Online-Ausgabe |z 978-1-440-85657-0 |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-030290581 | ||
Datensatz im Suchindex
| _version_ | 1804178448304832512 |
|---|---|
| any_adam_object | |
| author | Larson, John A. 1947- MacClellan, Bernard Edward 1939- |
| author_GND | (DE-588)1150547715 (DE-588)1056099216 (DE-588)115054760X |
| author_facet | Larson, John A. 1947- MacClellan, Bernard Edward 1939- |
| author_role | aut aut |
| author_sort | Larson, John A. 1947- |
| author_variant | j a l ja jal b e m be bem |
| building | Verbundindex |
| bvnumber | BV044896704 |
| classification_rvk | QP 620 |
| contents | Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative |
| ctrlnum | (OCoLC)1001433880 (DE-599)BVBBV044896704 |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03088nam a2200421 c 4500</leader><controlfield tag="001">BV044896704</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">20180530 </controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">180410s2017 |||| b||| 00||| eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9781440856563</subfield><subfield code="9">978-1-440-85656-3</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">1440856567</subfield><subfield code="9">1-440-85656-7</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)1001433880</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV044896704</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">rda</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-521</subfield></datafield><datafield tag="084" ind1=" " ind2=" "><subfield code="a">QP 620</subfield><subfield code="0">(DE-625)141911:</subfield><subfield code="2">rvk</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Larson, John A.</subfield><subfield code="d">1947-</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)1150547715</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Capturing loyalty</subfield><subfield code="b">how to measure, generate, and profit from highly satisfied customers</subfield><subfield code="c">John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Santa Barbara, California ; Denver, Colorado</subfield><subfield code="b">Praeger, an imprint of ABC-CLIO, LLC</subfield><subfield code="c">[2017]</subfield></datafield><datafield tag="264" ind1=" " ind2="4"><subfield code="c">© 2017</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">xviii, 197 pSeiten</subfield><subfield code="b">Diagramme</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="505" ind1="8" ind2=" "><subfield code="a">Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative</subfield></datafield><datafield tag="520" ind1="3" ind2=" "><subfield code="a">"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."--Publisher's description</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Customer loyalty</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Customer relations</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Consumer satisfaction</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Customer loyalty</subfield></datafield><datafield tag="653" ind1=" " ind2="0"><subfield code="a">Customer relations</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">MacClellan, Bernard Edward</subfield><subfield code="d">1939-</subfield><subfield code="e">Verfasser</subfield><subfield code="0">(DE-588)1056099216</subfield><subfield code="4">aut</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Clark, Maxine</subfield><subfield code="0">(DE-588)115054760X</subfield><subfield code="4">wpr</subfield></datafield><datafield tag="776" ind1="0" ind2="8"><subfield code="i">Erscheint auch als</subfield><subfield code="n">Online-Ausgabe</subfield><subfield code="z">978-1-440-85657-0</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-030290581</subfield></datafield></record></collection> |
| id | DE-604.BV044896704 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T08:04:08Z |
| institution | BVB |
| isbn | 9781440856563 1440856567 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-030290581 |
| oclc_num | 1001433880 |
| open_access_boolean | |
| owner | DE-521 |
| owner_facet | DE-521 |
| physical | xviii, 197 pSeiten Diagramme |
| publishDate | 2017 |
| publishDateSearch | 2017 |
| publishDateSort | 2017 |
| publisher | Praeger, an imprint of ABC-CLIO, LLC |
| record_format | marc |
| spelling | Larson, John A. 1947- Verfasser (DE-588)1150547715 aut 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 ; Denver, Colorado Praeger, an imprint of ABC-CLIO, LLC [2017] © 2017 xviii, 197 pSeiten Diagramme txt rdacontent n rdamedia nc rdacarrier Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative "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."--Publisher's description Consumer satisfaction Customer loyalty Customer relations MacClellan, Bernard Edward 1939- Verfasser (DE-588)1056099216 aut Clark, Maxine (DE-588)115054760X wpr Erscheint auch als Online-Ausgabe 978-1-440-85657-0 |
| spellingShingle | Larson, John A. 1947- MacClellan, Bernard Edward 1939- Capturing loyalty how to measure, generate, and profit from highly satisfied customers Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill cutomer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative |
| 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 |
| work_keys_str_mv | AT larsonjohna capturingloyaltyhowtomeasuregenerateandprofitfromhighlysatisfiedcustomers AT macclellanbernardedward capturingloyaltyhowtomeasuregenerateandprofitfromhighlysatisfiedcustomers AT clarkmaxine capturingloyaltyhowtomeasuregenerateandprofitfromhighlysatisfiedcustomers |