Creating customer loyalty : build lasting loyalty using customer experience management / Chris Daffy

Livre

Daffy, Chris. Auteur

Edité par Kogan Page - 2019

Sur la quatrième de couverture : "Unwavering customer loyalty is the ultimate dream for any business leader. This book shows consumer-facing and B2B organizations how to improve and finesse their approach to customers and, as a result, enjoy unprecedented customer loyalty. The book offers easy-to-understand strategies for creating a sustainable customer experience programme that will win loyal customers -- and keep them. Using fascinating examples from companies such as Lexus, Aldi, Dyson, The Ritz-Carlton, and Virgin Atlantic, the book demonstrates how to focus solely on the things that enable and increase success. Readers will learn to implement strategies that transform loyalty into a habit and to structure a business that attracts and retains the best customers. Ultimately, this will lead to increased market share, improved sales, an enhanced reputation, and higher profitability. Expertly explaining integral aspects such as customer expectation and customer memory management, the book will empower business leaders to make every occasion epic and build their brands through unforgettable stories and positive memories"

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