Description
Customer Loyalty (2nd Ed., New and Revised Edition)
How to Earn It, How to Keep It
Author: Griffin Jill
Prefaced by: Herres Robert T.
Language: EnglishSubject for Customer Loyalty:
Keywords
business; loyalty; salt; customer; basic; dallas; pharmaceutical; merchandiser; groundbreaking; edition; furniture; revised; book; new; buzexamines; positioning; purchasers; repeat; tools; provides; arsenal; readers; old; jobs; two
272 p. · 17.5x23.1 cm · Paperback
Description
/li>Contents
/li>Biography
/li>
Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA ix
About the Author xi
Preface xiii
Acknowledgments xvi
1 Customer Loyalty: The Way to Many Happy Returns 1
2 A Closer Look at Loyalty 17
3 Growing a Loyal Customer: The Seven Key Stages 30
4 Turning Suspects into Qualified Prospects 50
5 Turning Qualified Prospects into First-Time Buyers 74
6 Turning First-Time Buyers into Repeat Customers 99
7 Turning Repeat Customers into Loyal Clients 131
8 Turning Loyal Clients into Advocates 151
9 Customer Loss: How to Prevent It and What to Do When It Strikes 173
10 How to Develop a Loyalty-Driven Culture in Your Company 193
The Twelve Laws of Loyalty 217
References 223
Company Index 233
Subject Index 237
Jill Griffin Wants Your Stories 253
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