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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.
Economics of Retention.
Processes and Systems.
Training and Development.
Formalizing a Service Excellence Customer Retention Strategy.