Customer Retention: An Integrated Process for Keeping Your Best Customers - Hardcover

Lowenstein, Michael W.

 
9780873892575: Customer Retention: An Integrated Process for Keeping Your Best Customers
Hardcover
ISBN 10: 0873892577 ISBN 13: 9780873892575
Publisher: McGraw-Hill Inc.,US, 1995

Synopsis

Businesses are finding that offering the best products, services, or prices isn't always enough to keep their customers. This volume explores issues including: the differences between customer satisfaction and customer retention; generating hidden customer complaints and knowing how to act on them; and creating proactive measurement systems that generate action-oriented models for keeping customers. Annotation copyright Book News, Inc. Portland, Or.

"synopsis" may belong to another edition of this title.

From the Author

The differences between satisfaction and loyalty.
Most businesses focus on customer satisfaction which does not relate well to loyalty. Satisfaction does not drive loyalty, perceived value and benefit does. The book describes customer retention processes and provides a case at the end of each chapter.

Synopsis

Businesses are finding that offering the best products, services, or prices isn't always enough to keep their customers. This volume explores issues including: the differences between customer satisfaction and customer retention; generating hidden customer complaints and knowing how to act on them; and creating proactive measurement systems that ge

"About this title" may belong to another edition of this title.

Publisher
McGraw-Hill Inc.,US
Publication date
1995
Language
English
ISBN 10 
0873892577
ISBN 13 
9780873892575
Binding
Hardcover
Number of pages
179