Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA).
About the Author.
1. Customer Loyalty: The Way to Many Happy Returns.
2. A Closer Look at Loyalty.
3. Growing a Loyal Customer: The Seven Key Stages.
4. Turning Suspects into Qualified Prospects.
5. Turning Qualified Prospects into First-Time Buyers.
6. Turning First-Time Buyers into Repeat Customers.
7. Turning Repeat Customers into Loyal Clients.
8. Turning Loyal Clients into Advocates.
9. Customer Loss: How to Prevent It and What to Do When It Strikes.
10. How to Develop a Loyalty-Driven Culture in Your Company.
The Twelve Laws of Loyalty.
Jill Griffin Wants Your Stories.