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.
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
Santa Barbara, California :
Praeger, an imprint of ABC-CLIO, LLC,
[2017]
|
| Subjects: | |
| Online Access: | DE-862 DE-863 |
| Summary: | 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. |
| Physical Description: | 1 online resource (xviii, 197 pages) |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: | 9781440856570 1440856575 |
Staff View
MARC
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| 100 | 1 | |a Larson, John A., |d 1947- |e author. |0 http://id.loc.gov/authorities/names/n2017046865 | |
| 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 : |b Praeger, an imprint of ABC-CLIO, LLC, |c [2017] | |
| 264 | 4 | |c ©2017 | |
| 300 | |a 1 online resource (xviii, 197 pages) | ||
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| 504 | |a Includes bibliographical references and index. | ||
| 588 | 0 | |a Online resource; title from digital title page (viewed on September 11, 2017). | |
| 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. | |
| 520 | |a 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. | ||
| 650 | 0 | |a Consumer satisfaction. |0 http://id.loc.gov/authorities/subjects/sh85031490 | |
| 650 | 0 | |a Customer loyalty. |0 http://id.loc.gov/authorities/subjects/sh97009091 | |
| 650 | 0 | |a Customer relations. |0 http://id.loc.gov/authorities/subjects/sh85034963 | |
| 650 | 2 | |a Consumer Behavior |0 https://id.nlm.nih.gov/mesh/D003258 | |
| 650 | 6 | |a Consommateurs |x Satisfaction. | |
| 650 | 6 | |a Consommateurs |x Fidélité. | |
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| 650 | 7 | |a Consumer satisfaction |2 fast | |
| 650 | 7 | |a Customer loyalty |2 fast | |
| 650 | 7 | |a Customer relations |2 fast | |
| 700 | 1 | |a McClellan, Bennett E., |e author. |0 http://id.loc.gov/authorities/names/no2008054896 | |
| 758 | |i has work: |a Capturing loyalty (Text) |1 https://id.oclc.org/worldcat/entity/E39PCFRJRbVHxwX3qPmxtF69Xd |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
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Record in the Search Index
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| adam_text | |
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| author | Larson, John A., 1947- McClellan, Bennett E. |
| author_GND | http://id.loc.gov/authorities/names/n2017046865 http://id.loc.gov/authorities/names/no2008054896 |
| author_facet | Larson, John A., 1947- McClellan, Bennett E. |
| 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 | localFWS |
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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. |
| ctrlnum | (OCoLC)1000150848 |
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| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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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 |
| 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 |
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