Why Customers Come Back: How to Create Lasting Customer Loyalty
Why Customers Come Back: How to Create Lasting Customer Loyalty
ISBN: 1564146952
EAN: 2147483647
EAN: 2147483647
Year: 2003
Pages: 110
Pages: 110
Authors: Manzie R. Lawfer
- 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
EAN: 2147483647
Year: 2003
Pages: 110
Pages: 110
Authors: Manzie R. Lawfer
- Chapter II Information Search on the Internet: A Causal Model
- Chapter III Two Models of Online Patronage: Why Do Consumers Shop on the Internet?
- Chapter VII Objective and Perceived Complexity and Their Impacts on Internet Communication
- Chapter XV Customer Trust in Online Commerce
- Chapter XVII Internet Markets and E-Loyalty