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Most businesses depend on promotional gimmicks or special offers toretain customers, yet research provides compelling evidence thatthe most sustainable levels of customer loyalty and retention areachieved through consistency in service excellence delivery.
The Customer Service Integration Framework - the Lifebelt -introduced in this book is based on four years of researchexamining the key factors essential for consistent delivery ofservice. Whilst many organizations have some good practices inplace, most appear to lack synchronization of endeavour.
The framework, which has been successfully applied in variousindustrial sectors, facilitates this essential synchronization andsystemization.
Economics of Retention.
Processes and Systems.
Training and Development.
Formalizing a Service Excellence Customer Retention Strategy.