e-loyalty: How to Keep Customers Coming Back to Your Website - Hardcover

Smith, Ellen Reid

2.5

6 ratings by Goodreads

Hardcover

ISBN 10: 0066620708 ISBN 13: 9780066620701

Publisher: HarperCollins, 2000

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A strategic expert who has worked with such companies as Hewlett-Packard, Hasbro, and Budget Rent-A-Car explains how to create loyal customers by giving step-by-step instructions that cover the critical areas of creating and managing an effective implementation plan.

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Review:

E-Loyalty provides a guide for... not only superior content, service and selection; but also provides customers with the follow through... -- Roger Siboni, President and CEO, E.piphany, Inc.

e-Loyalty is a must-read for all consumer-oriented web site executives who want long-term success in the marketplace. -- Whitney Grimm, Vice President of Content & Strategy, Games.com, a subsidiary of Hasbro, Inc.

e-Loyalty provides the reader with a soup-to-nuts version of everything necessary to create a successful website. -- Jeffrey Diskin, President, COO, Hilton HHonors Worldwide

Clearly an edge will be earned by those who read and live by this book. -- Brian Anderson, President and CEO, AwardTrack Inc., a 24/7 company

Ellen Reid Smith... [is]... your North Star to achieving long-term loyalty and customer retention that pays off big! -- Greg Buchholz, CEO of Loyalistics.com

Ellen Reid-Smith has addressed the core factor that separates winners from losers in e-commerce: driving repeat customers. -- David Kenny, Chairman & CEO, Digitas

In this book Reid Smith provides exactly the road map you need to build and maintain that loyalty. -- Kelly Conlin, IDG President and CEO

It's impossible for a web site not to succeed with following all of the advice in this book. Period. -- Seth Godin, Author: Permission Marketing & Unleashing the Ideavirus

Synopsis:

While the explosion of e-commerce has created tremendous opportunities for starting new businesses and growing existing ones, companies are learning that keeping customers on their website--when competitors are only a click away--is the key to success. However, the rules of e-loyalty are very different than those for brick and mortar businesses, and learning them on your own can be painful, frustrating, and costly. Ellen Reid Smith has helped Hewlett-Packard, Hasbro, Budget Rent A Car, Datek.com, and many other industry leaders move from merely acquiring customers to retaining customers by creating the critical "site stickiness" needed to convert customers into evangelists and browsers into buyers. In e-Lovalty, she discusses both the art and the science of developing successful e-loyalty strategies and offers numerous case examples to make these lessons come to life. The book offers a step-by-step guide for developing an e-loyalty strategy, based on proven retention strategies, with the reader taken through the critical success factors in creating and managing an effective implementation plan.

Smith will make readers into e-loyalty evangelists through e-loyalty seminars in 2001, an e-Loyalty newsletter, and an exclusive e-loyalty Website featuring analytical tools and implementation resources to complement the strategies outlined in the book.

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