The Lifebelt: The Definitive Guide to Managing Customer Retention / Edition 1

The Lifebelt: The Definitive Guide to Managing Customer Retention / Edition 1

by John A. Murphy, Barbara Ed. Murphy
     
 

ISBN-10: 0471498181

ISBN-13: 9780471498186

Pub. Date: 03/26/2001

Publisher: Wiley

Most businesses depend on promotional gimmicks or special offers to retain customers, yet research provides compelling evidence that the most sustainable levels of customer loyalty and retention are achieved through consistency in service excellence delivery.
The Customer Service Integration Framework - the Lifebelt - introduced in this book is based on four

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Overview

Most businesses depend on promotional gimmicks or special offers to retain customers, yet research provides compelling evidence that the most sustainable levels of customer loyalty and retention are achieved through consistency in service excellence delivery.
The Customer Service Integration Framework - the Lifebelt - introduced in this book is based on four years of research examining the key factors essential for consistent delivery of service. Whilst many organizations have some good practices in place, most appear to lack synchronization of endeavour.
The framework, which has been successfully applied in various industrial sectors, facilitates this essential synchronization and systemization.

Product Details

ISBN-13:
9780471498186
Publisher:
Wiley
Publication date:
03/26/2001
Pages:
306
Product dimensions:
6.00(w) x 9.00(h) x 0.81(d)

Table of Contents

Introduction.
Economics of Retention.
Understanding Customers.
Customer Focus.
Processes and Systems.
Employee Involvement.
Training and Development.
Measurement.
Continuous Improvement.
Communications.
Leadership.
Formalizing a Service Excellence Customer Retention Strategy.
Bibliography.
Index.

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