Winning the Customer Loyalty Marathon: How to Achieve Sales and Service Excellence in the Beverage Business

Product Description
Companies like American Girl, Best Buy, Washington Mutual, and TiVo came out of nowhere to virtually own their respective markets. How did they scoop their bigger and wealthier competition? It wasn’t through a fat marketing budget. It was because they kept their promises . . . and not just any promises, but dangerously ambitious promises. In fact, these companies overpromised to lure customers in—and then overdelivered to keep them. Rick Barrera, a … More >>

Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty

Help, can i have your opinion on the survey for my research paper which will help us answer if airlines loose loyalty customers to cheaper competitive airfares. It takes approximately 3 minutes to complete the 13 questions. Plus I’ve attached a Reward for you at the end. Enjoy!
http://www.surveymonkey.com/s_thankyou.aspx?sm=gq1e7Z7oPFrzr6JeWaKNIA8SliSjDzYtGGHEBduQQJ4%3d

Best answer gets 10pts!

Our previous manager would give customers 1 warning if they raised their voice or used profanity before asking them to leave the store. The current manager is a bit of a pushover and usually lets angry customers have their way (he allows refunds w/o receipt, gives refunds for open items, etc.). A few customers have discovered this and pretty much take advantage of things. We have a loyalty program so when we pull up the customer’s accounts we see warnings from previous visits. The rest of the employees are not allowed to make exceptions for customers like our manager does. The customers do not understand this and many think raising their voices or saying nasty things to some of the 18 yr old girls that work with me is how to get their way. We have a guy that cusses at least one employee out a week and another guy that says the manager told him he never has to wait in line. Am I, as a regular employee not a manager, allowed to walk away from a situation where I am being verbally abused?

Product Description
Market Leadership Strategies for Service Companies reveals the key strategies for creating and sustaining a market leadership position for any service business. Service industry experts Craig A. Terrill and Arthur G. Middlebrooks affirm that in order to become a dominant market leader, a service company must find ways to: Define their service business and the benefits customers receive Reveal the intangible aspects of the service experience Move in a different dir… More >>

Market Leadership Strategies for Service Companies : Creating Growth, Profits, and Customer Loyalty

Key responsibilities of each will be just fine.

Today’s NY Times explains that in the USA Visa is gouging merchants when customers use Visa-branded debit cards. Are there any banks that don’t use Visa for their debit cards? (I have much more loyalty to the merchants I do business with than to the banks.)http://www.nytimes.com/2010/01/05/your-m…

Product Description
Some companies just seem to have that special something–an atmosphere of success and trust that makes customers return again and again, employees stay and give their all, and suppliers offer their best prices and performances. In Make It Glow, DeCotiis shows readers the hard processes and practices behind the warm and fuzzy feelings, and demonstrates exactly how important those feelings are to success. Whether the business in question is a new startup or a decades-… More >>

Make It Glow: How to Build a Company Reputation for Human Goodness, Flawless Execution, and Being Best-in-class

Product Description
In this, her second book, Marilyn Stewart examines the opportunity confronting today’s sasvvy marketers to build relationships with customers. She elaborates and expands on the central ideas of her previous book, The Canadian Direct Marketing Handbook, and helps you indentify and market to your most profitable customers through the relationship-building techniques of direct marketing…. More >>

The Canadian Direct Marketing Handbook II: Building Customer Relationships