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Creating Customer Loyalty
Creating Customer Loyalty
πŸ“– eBook - ePub

Creating Customer Loyalty

Build Lasting Loyalty Using Customer Experience Management

Chris Daffy

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πŸ“– eBook - ePub

Creating Customer Loyalty

Build Lasting Loyalty Using Customer Experience Management

Chris Daffy

About This Book

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Information

Publisher
Kogan Page
Year
2019
ISBN
9780749484316
Subtopic
Sales
Edition
1

INDEX

The 7 Habits of Highly Effective People 2, 30, 213, 217 see also Covey, S
Achor, S 36, 221–22 see also research
action checklists (for) see also recommended reading and recommended to watch
concept of customer loyalty management 24–25, 25
creating and managing memories that influence customer loyalty 160–61
critical customer experience management techniques
creating positive experiences 114–15
eliminating negative experiences 137–38
eliminating negative experiences 137–38
enabling/enhancing customer loyalty: avoiding/removing things that disable it 44–46
essential elements for success in customer loyalty management 72–73
identifying, understanding and managing customer expectations 92–93
measuring and monitoring what matters for customer loyalty 209–10
proven and practical implementation tools and techniques 184–85
turning great loyalty strategy ideas into worthwhile actions 231–32
airlines
and change in the aftermath of 9/11 166
SAS 32 see also Carlzon, J
Southwest 109–10, 225
Virgin Atlantic 103, 117 see also Branson, R
cautionary note on 219
and chatbots 217–18
learning 218
Barnum, P T (circus impresario) 144
Bennis, W 183
The Best Place to Work 43 see also Friedman, R
Black, S J 164, 180, 184
Blanchard, K 137
and β€˜Raving Fans’ 1...

Table of contents

Citation styles for Creating Customer LoyaltyHow to cite Creating Customer Loyalty for your reference list or bibliography: select your referencing style from the list below and hit 'copy' to generate a citation. If your style isn't in the list, you can start a free trial to access over 20 additional styles from the Perlego eReader.
APA 6 Citation
Daffy, C. (2019). Creating Customer Loyalty (1st ed.). Kogan Page. Retrieved from https://www.perlego.com/book/1589604/creating-customer-loyalty-build-lasting-loyalty-using-customer-experience-management-pdf (Original work published 2019)
Chicago Citation
Daffy, Chris. (2019) 2019. Creating Customer Loyalty. 1st ed. Kogan Page. https://www.perlego.com/book/1589604/creating-customer-loyalty-build-lasting-loyalty-using-customer-experience-management-pdf.
Harvard Citation
Daffy, C. (2019) Creating Customer Loyalty. 1st edn. Kogan Page. Available at: https://www.perlego.com/book/1589604/creating-customer-loyalty-build-lasting-loyalty-using-customer-experience-management-pdf (Accessed: 14 October 2022).
MLA 7 Citation
Daffy, Chris. Creating Customer Loyalty. 1st ed. Kogan Page, 2019. Web. 14 Oct. 2022.