Building Customer Loyalty – Articles: Loyalty-Based Management; Putting the Service-Profit Chain to Work

Product Description
Harvard Business Review on Audio series:
Building Customer Loyalty, one cassette tape, Product #106AU

Articles:
1. Loyalty-Based Management, by Frederick F. Reichheld
2. Putting the Service-Profit Chain to Work, by James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger… More >>

Building Customer Loyalty – Articles: Loyalty-Based Management; Putting the Service-Profit Chain to Work

Tags: Articles, Building, Chain, Customer, Loyalty, LoyaltyBased, Management, Putting, ServiceProfit, Work

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