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Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers - (Hardcover)

Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers -  (Hardcover) - image 1 of 1

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Larson, who works at a management consultancy firm specializing in helping clients increase their growth and profitability by improving customer loyalty, and McClellan, an academic, author, executive coach, and management consultant, show companies of all sizes how to create a risk-free customer experience. They explain the benefits of eliminating customer-perceived risks, the process of finding those risks, and how to determine which are the most important. They show how creating customer loyalty requires highly satisfied customers, which entails delivering consistent experiences and reducing risk, thereby increasing profits. They describe how Staples implemented this concept, the role of visionary leaders, the role of informal leaders in creating the conditions to drive consistent customer satisfaction, how products must fulfill customer expectations, the need to always keep promises, the role of frontline employees and supervisory staff, loyalty-generating systems, how stories reinforce what matters to customers, and the problems with customer loyalty programs, incorporating other examples throughout, such as Nordstrom, McDonald’s, Baja Fresh, and Apple. Annotation ©2017 Ringgold, Inc., Portland, OR (
Number of Pages: 197.0
Genre: Business + Money Management
Format: Hardcover
Publisher: Greenwood Pub Group
Author: John A. Larson & Bennett E. Mcclellan
Language: English
Street Date: September 15, 2017
TCIN: 52152920
UPC: 9781440856563
Item Number (DPCI): 248-42-1898

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