0471743151 BRAND-NEW, Unread Copy in Perfect Condition. FAST UPS shipping (you'll receive your order within 1-5 business days after shipping in most cases*), this helps to ensure your order arrives in perfect condition. PLEASE NOTE: FedEx does not generally deliver to PO Boxes or APO addresses, so please be sure to give us a physical street address to deliver to; also, unfortunately, we cannot ship this item to Alaska or Hawaii. THANKS! *(this applies to domestic shipments within the continental US - other destinations may take longer). Bookseller Inventory #
Synopsis: In Loyalty Myths , the authors have assembled 53 of the most common beliefs about customer loyalty ? all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data.
Granted unprecedented access to customer records from a variety of multi-national corporations. Through these records, Ipsos Loyalty was able to precisely track the impact of this customer-centric construct on actual purchasing behavior. The authors? findings and conclusions will stun business leaders around the world. The lessons learned from these provide a true guide for the proper use of customer loyalty.
From the Back Cover: Praise for LOYALTY MYTHS
"Keiningham et al. have fired a full broadside at the 'managerially correct' and seemingly unassailable notion that customer loyalty is all that matters. In examples, including First Chicago, Tansa, and Ryanair and through broadly researched data and analysis, they show that knowing what customers want and will pay for is the issue. This is a great place to start when doing a full review of the effectiveness of your marketing spend to find advantage in your competitors' inabilities to differentiate themselves."
—GEORGE STALK, Senior Vice President, The Boston Consulting Group and coauthor of Hardball: Are You Playing to Play or Playing to Win?
"This book is a must-read for every executive who is interested in reshaping their loyalty programs. The authors have presented the 53 myths with excellent supporting materials, which make everyone rethink their firm's loyalty strategy. I have no doubt that this book will revolutionize the thinking behind the loyalty concept."
—V. KUMAR, ING Chair Professor, University of Connecticut and coauthor of Customer Relationship Management: A Databased Approach
"Loyalty Myths provides great insight as to why simple answers never work in customer loyalty. The authors show, with many real-life examples, how businesses can go wrong in adopting an unquestioned mantra of 'customer loyalty is all that counts' and illustrate how it will most likely not help, but hurt profitability. Finally, the book gives managers a guide to get started on a more comprehensive approach to customer loyalty that already whets one's appetite for the sequel to this must-read book."
—PETER JUEPTNER, Executive Vice President, The Great Atlantic and Pacific Tea Company
"Loyalty Myths is a must-read for anyone who manages customer loyalty. Keiningham and his colleagues mix their own considerable experience with the latest academic knowledge, and package it in an entertaining way."
—RONALD T. RUST, David Bruce Smith Chair in Marketing, University of Maryland, and Editor of the Journal of Marketing
"It's no joy to have your beliefs challenged, even rubbished, but it's very healthy! Anyone interested in customer loyalty will enjoy trying to prove the authors wrong."
—SENATOR FEARGAL QUINN, CEO, SuperquinnStores, Ireland, and author of Crowning the Customer: How to Become Customer Driven
Title: Loyalty Myths: Hyped Strategies That Will ...
Book Condition: New
Book Description John Wiley & Sons, 2005. Hardcover. Book Condition: Good. EXCELLENT value for money and ready for dispatch. Delivery normally within 3/4 days. Our reputation is built on our Speedy Delivery Service and our Customer Service Team. Bookseller Inventory # mon0003872680
Book Description John Wiley & Sons 18/10/2005, 2005. Book Condition: used-good. - GREAT BOOK IN GOOD OR BETTER CONDITION, NORMALLY SENT SAME DAY FROM WAREHOUSE. Bookseller Inventory # 7719-9780471743156
Book Description Wiley, 2005. Book Condition: Good. N/A. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP10878065
Book Description Wiley, 2005. Book Condition: Good. N/A. Ships from Reno, NV. Former Library book. Shows some signs of wear, and may have some markings on the inside. Bookseller Inventory # GRP88251015
Book Description Wiley, 2005. Book Condition: Very Good. N/A. Great condition for a used book! Minimal wear. Bookseller Inventory # GRP9255770
Book Description Wiley. Hardcover. Book Condition: VERY GOOD. Very Good copy, cover and pages show some wear from reading and storage. Binding may have light creases. Lots of life left in these pages. Bookseller Inventory # 2621197603
Book Description Wiley. Hardcover. Book Condition: GOOD. Good: Gently used may contain ex-library markings, possibly has some minor highlighting, textual notations, and or underlining. Text is still easily readable. Bookseller Inventory # 2661143588
Book Description Wiley. Hardcover. Book Condition: Very Good. Ex-Library Book - will contain Library Markings. Light wear to edges and pages. Cover and spine show no easily noticeable damage. Bookseller Inventory # G0471743151I4N10
Book Description Wiley. Hardcover. Book Condition: Very Good. Book has appearance of light use with no easily noticeable wear. Bookseller Inventory # G0471743151I4N00
Book Description Wiley. Hardcover. Book Condition: Good. Only lightly used. Book has minimal wear to cover and binding. A few pages may have small creases and minimal underlining. Bookseller Inventory # G0471743151I3N00