Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management - Softcover

Daffy, Chris

Softcover

ISBN 10: 0749484306 ISBN 13: 9780749484309

Publisher: Kogan Page, 2019

Synopsis

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme.

Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Airbus, BAE Systems, First Direct, Lexus, Watches of Switzerland, and Xerox, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic, by removing those ouch moments, replacing them with 'wow' experiences and developing dazzling recovery techniques to create unforgettable stories and positive memories.

About this title

Review

"This is the bible of customer experience. It has everything you need to know about the subject." (Marius Persinaru, Country President, Schneider Electric Romania)

"Chris Daffy has an incredible ability to make the complicated stuff simple to understand and his work has been of great value to me personally, fantastic for my team's development and hugely beneficial for our business." (Magda Dexter, Customer Experience Director, Saint-Gobain Building Distribution Sector, UK and Ireland)

"Quite frankly, I couldn't put it down! The perfect mix of stories combined with research that spans a lifetime, with wonderful examples from a broad church of industries such as Ritz-Carlton, SW Airlines and M&S. I will be buying copies for my team." (Peter van Peborgh-Gooch, General Manager - Visitor Centre, William Grant & Sons Distillers)

"This is probably the most comprehensive work, providing a true 360 on the topic of loyalty, that I have read in a long time. It presents simple and clear methods without jargon, which in true Daffy style are practical, not just theoretical. This is an essential manager handbook for best practice in customer loyalty." (Nic Cunliffe, Sales Support Director, Vaillant Group UK)

Book Description

Transforms the intangible process of loyalty and trust into an accessible, strategic and systematic framework

Demonstrates how to measure growth and impact by identifying the essential elements for success in customer loyalty management

Explores practical examples to inspire, build and maintain loyalty from companies leading the charge

Features examples from international companies including Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic.

Edition details

• Publisher: Kogan Page
• Publication date: 2019
• ISBN 10: 0749484306
• ISBN 13: 9780749484309
• Binding: Paperback
• Language: English
• Edition number: 1
• Number of pages: 264