Customer Loyalty Pyramid
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Customer Loyalty Pyramid

by Michael W. Lowenstein
     
 

The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful

Overview

The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful organizations from others. Lowenstein develops concepts and approaches that enable company executives, managers, and staff to create a dynamic, proactive corporate commitment to customer advocacy and loyalty.

Moving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty.The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid to form the basis of this new, invaluable work. The concepts are innovative, and the applications are real-world.

Editorial Reviews

Booknews
Develops concepts and approaches that enable company owners and senior staff to create a company commitment to customer advocacy and loyalty. Several models are combined in chapters on the Customer Loyalty Pyramid, the Seven-S Framework, strategies and systems for enhancing customer loyalty, staffing issues, company style, and shared values. Includes examples of real-world successes. Annotation c. by Book News, Inc., Portland, Or.

Product Details

ISBN-13:
9781567200768
Publisher:
ABC-CLIO, Incorporated
Publication date:
11/30/1997
Pages:
280
Product dimensions:
6.14(w) x 9.21(h) x 0.69(d)
Lexile:
1360L (what's this?)

Meet the Author

MICHAEL W. LOWENSTEIN is Managing Director of Customer Retention Associates, Upper Darby, PA an organization that helps clients optimize customer loyalty and value. He has over 30 years of experience in service performance evaluation, strategic marketing and planning, sales, operations, staff training, culture analysis, and total quality assessment. He is author of Customer Retention: An Integrated Process for Keeping Your Best Customers (1995) and numerous articles on related subjects. He is a frequent speaker on customer loyalty topics to corporations and to business and professional associations.

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