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[ 洋図書 ] Capturing loyalty : how to measure, generate, and profit from highly satisfied customers /

John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark. -- Praeger, an imprint ofABC-CLIO, LLC, -- c2017. --

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中央 1Fビジネス 一般洋図書 F/675.0/L33/C 7110594792 配架図 Digital BookShelf
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ISBN 1440856567 (alk. paper)
ISBN13桁 9781440856563 (alk. paper)
無効なISBN等 9781440856570 (ebook)
テキストの言語 英語                  
分類：NDC10版 675
個人著者標目 Larson, John A.,
生没年等 1947-
本タイトル Capturing loyalty :
タイトル関連情報 how to measure, generate, and profit from highly satisfied customers /
著者名 John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.
出版地・頒布地 Santa Barbara, California :
出版者・頒布者名 Praeger, an imprint ofABC-CLIO, LLC,
出版年・頒布年 c2017.
数量 xviii, 197 pages ;
大きさ 24 cm.
書誌注記 Includes bibliographical references and index.
内容注記 Blinded by delight : the truth about customer loyalty -- Less risk means more customer profits -- Risks lurk everywhere -- Eliminate the risks that matter most -- Making the case for making things easy -- Visionary leaders create the imperative -- Informal leaders move mountains from the middle -- Products must fulfill customer expectations -- Always keep your promises, always -- Frontline employees : satisfaction's ambassadors -- Supervisory staff : evangelists of risk-free relationships -- Systems that (em)power the loyalty mandate -- Stories to reinforce what matters to customers -- The train wreck of customer loyalty programs -- Customer loyalty : an institutional imperative.
要約、抄録、注釈等 "Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks."--Publisher's description.
著者標目 McClellan, Bennett E.
Clark, Maxine.
一般件名 Consumer satisfaction.
Customer loyalty.
資料情報1 『Capturing loyalty : how to measure, generate, and profit from highly satisfied customers /』　John A. Larson and Bennett E. McClellan ; foreword by Maxine Clark.　Praeger, an imprint ofABC-CLIO, LLC,　c2017. （所蔵館：中央　 請求記号：F/675.0/L33/C　 資料コード：7110594792）
URL https://catalog.library.metro.tokyo.lg.jp/winj/opac/switch-detail.do?lang=ja&bibid=1352031659

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