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Customer Loyalty de Sionade Robinson

Customer Loyalty

Autor Sionade Robinson, Lyn Etherington
en Limba Engleză Hardback – 3 mar 2006
The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.
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Specificații

ISBN-13: 9781403997630
ISBN-10: 1403997632
Pagini: 192
Ilustrații: XV, 174 p.
Dimensiuni: 164 x 243 x 24 mm
Greutate: 0.47 kg
Ediția:2006 edition
Editura: Springer Nature B.V.
Locul publicării:London, United Kingdom

Cuprins

What do Customers Want? Lessons in Customer Loyalty of the Past New Customers New Challenges The Benefits of Winning Customer Loyalty Customer Loyalty and Service Brands The One Question That Really Matters The Loyalty-Building Experiences Take Centre Stage Making Loyalty-Building Experiences Happen The Future The Summary of Key Points

Recenzii

'Robinson and Etherington provide a fascinating look back at the history of loyalty. They also give tips about how to build and sustain it.' - Justin Keay, European Business

Notă biografică

SIONADE ROBINSON is co-founder of the services excellence consultancy, Cape Consulting. She holds a doctorate in Systems Sciences and has worked for the global workplace learning consultancy, the Forum Corporation as well as setting up a research team at Cass Business School to study ways of developing service strategies to improve customer satisfaction. She works with all industries, particularly financial services, professional services and the leisure industry.

LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.