Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability (Ama Management Briefing) (Paperback)

It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company’s evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers: ** increase customer retention rates and convert one-time buyers into lifelong customers ** achieve a (more…)

Tags: Beyond, Briefing, Customer, Greater, Loyalty, Management, Paperback, Profitability, Satisfaction