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List Price: $22.95Amazon.com's Price: $15.61 You Save: $7.34 (32%)as of 03/15/2010 11:35 EDT
Availability: Usually ships in 24 hours
This item ships for FREE with Super Saver Shipping.
Binding: Paperback
Dewey Decimal Number: 658.812
EAN: 9780787963880
Edition: Rev Sub
ISBN: 0787963887
Label: Jossey-Bass
Manufacturer: Jossey-Bass
Number Of Items: 1
Number Of Pages: 272
Publication Date: October 09, 2002
Publisher: Jossey-Bass
Studio: Jossey-Bass
Features:
Related Items:- Customer Satisfaction is Worthless, Customer Loyalty is Priceless: How to Make Them Love You, Keep You Coming Back, and Tell Everyone They Know
- The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
- Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System
- Customer Winback: How to Recapture Lost Customers--And Keep Them Loyal
- Measuring Customer Satisfaction and Loyalty, Third Edition: Survey Design, Use, and Statistical Analysis Methods
- see more
Alternate Versions: Click to Display
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Editorial Review:
Product Description:
You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today— now read the new and revised edition of the ground-breaking book that created all the buzz.
Average Rating: 
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As an experienced loyalty marketer, I had high expectations reading this book. I must say it even exceeded them. It is easy to read, complete and well structured. It combines well theory, cases studies and practical tips. It covers the distinct areas which impact loyalty, and guides us well on a step by step approach, especially helpful given the wide and complex subject. In others words, this book is great value for money for anyone who cares about customer loyalty.
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I have read a lot of business books in my day, and this is one of the best books. When it comes down to a book being all fluff or pages filled with intellectual meat, this book is like a butchers shop. There is little wordage in this book that doesn't come with applicable ideas. A lot of authors try to fill up pages. This author trys to make her sentences count. I rarely ever write reviews on Amazon either. This book is worth reviewing. It is well worth the money, and after reading it, I feel ... Read More
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This text is required for my Master of Science in Quality Assurance course. This text gives a very good overview of the essentials of developing and maintaining customer loyalty. It differentiates customer satisfaction and customer loyalty well. I think that everyone will find this a worthwhile purchase.
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Everything worked just like it should, used books shipped when they were supposed to in good condition.
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A must by for new business owners! Practical teaching with easy to apply techniques. Existing businesses who've let their customer service fall by the wayside could also greatly benefit and be inspired to change.
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