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Why Customers Come Back: How to Create Lasting Customer Loyalty
Why Customers Come Back: How to Create Lasting Customer Loyalty
ISBN: 1564146952
EAN: 2147483647
Year: 2003
Pages: 110
Authors:
Manzie R. Lawfer
BUY ON AMAZON
Table of Contents
BackCover
Why Customers Come Back - How to Create Lasting Customer Loyalty
Introduction
Chapter 1: Why Customer Loyalty?
Customer Loyalty Is Not an Opinion
All Profit Comes From Loyal Customers
The Ease of Doing Business
Word-of-Mouth Marketing
Don t Shout Exhortations
How We Learn
Loyalty Creates Money
Destinations versus Journeys
Management
Loyalty Is a Journey, Not a Destination
Micromanagement
Summary
Chapter 2: The Story of Customer Loyalty
Loyalty Is Not Situational
Custumarius
Who Is the Customer?
Every Business Can Benefit
Customer Relationship Management
Summary
Chapter 3: People Do Business With People
People Only Do What They Want to Do
Responsiveness Makes People Feel Important
A Company Built on Liking People
Longaberger Step-by-Step Loyalty
KUHL
Our Emotions Control Our Listening
Show Me You Know Me
Summary
Chapter 4: Differentiation
There Is Competition for Every Sale
Differentiators in Commerce
Quality Is a Commodity
Uniqueness
You May Be Paying Too Much
Who Are You Doing Business With?
Customers Are Buying You
Pareto s Law
Differentiators Must Have Value
7 Universal Values
Summary
Chapter 5: Value and Assurance
Value Propositions
Frequency of Payment Can Affect Loyalty
Inventions
Feeling Good
Assurance
Asking for Assurance
Summary
Chapter 6: Effective Communication
Before We Talk
When We Talk
After We Talk
Summary
Chapter 7: Focus
This Pilot Benefits From His Deepest Thoughts
This Ballplayer Learned How to Focus
How We Think About Our Customers
Choices
What Is Success?
A Business Based on Belief in Loyal Customers
How Our Customers Think About Us
Summary
Chapter 8: How Do We Do It?
Developing Activities That Support People Doing Business With People
Developing Activities That Support Differentiation
Developing Activities That Support Value and Assurance
Developing Activities That Support Effective Communication
Developing Activities That Support Focus
Mapping Activities
Summary
Chapter 9: Empowerment and Accomplishment
Application of Intuitive Knowledge
Stakeholders
Why Invest Without a Profit Motive?
Corporate Culture
A Perfect World
Spread the Word
A Final Word
Bibliography
Index
Index_B
Index_C
Index_D
Index_E
Index_F
Index_G
Index_H
Index_I
Index_J
Index_K
Index_L
Index_M
Index_N
Index_O
Index_P
Index_Q
Index_R
Index_S
Index_T
Index_U
Index_V
Index_W-X
Index_Y
Index_Z
Why Customers Come Back: How to Create Lasting Customer Loyalty
ISBN: 1564146952
EAN: 2147483647
Year: 2003
Pages: 110
Authors:
Manzie R. Lawfer
BUY ON AMAZON
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Captology Looking Forward
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Conclusion
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