Author: Michael W. Lowenstein
Publisher: Irwin Professional Pub
Pages: 250
Language: English
ISBN: 873892577
Description: The book was to present the mindset, plus measurement tools and metrics, needed to create customer loyalty. Customer loyalty is built on a solid foundation of perceived value, rather than satisfaction, or even delight. Satisfaction tends to represent a passive, reactive relationship with the customer, while retention and loyalty require more proaction, closer contact, and greater anticipation of customer needs. The book makes the case for this, and shows how to bring loyalty processes into any organization for greater sales and profit.
Price: $ 34.75
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