Customer Loyalty Pyramid

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...

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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.

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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.
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Product Details

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

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.

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Table of Contents

Illustrations
Preface: Being First Among Equals
Acknowledgments
Introduction
Ch. 1 A New Paradigm for American Business: The Concept of the Customer Loyalty Pyramid 1
Ch. 2 Developing a Customer Retention Culture and Infrastructure: The Seven-S Framework 23
Ch. 3 Customer Loyalty: Strategy 41
Ch. 4 Customer Loyalty: Structure 61
Ch. 5 Customer Loyalty: Systems 77
Ch. 6 Customer Loyalty: Staff 99
Ch. 7 Customer Loyalty: Style 117
Ch. 8 Customer Loyalty: Skills 135
Ch. 9 Customer Loyalty: Shared Values/Superordinate Goals 163
Ch. 10 Sustaining the Focus: Building in Constancy of Purpose and Process 181
Ch. 11 What the Future Holds: Building from the Blueprint of the Customer Loyalty Pyramid 209
Epilogue 223
Notes 225
Selected Bibliography 239
Index 245
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