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

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Overview

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.

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Product Details

  • ISBN-13: 9780471498186
  • Publisher: Wiley
  • Publication date: 3/26/2001
  • Edition number: 1
  • Pages: 306
  • Sales rank: 1,479,524
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.81 (d)

Meet the Author

DR JOHN A. MURPHY is Abbey National Visiting Professor in ServiceQuality at the Manchester Business School. Professor Murphycombines the roles of academic and international consultantspecialising in service quality management and customerretention.
He has held a series of senior management positions both in Irelandand the UK. He is currently a non-executive director of TotalResearch, the London-based European operation of the InternationalStrategic Market Research Company, headquartered in Princeton, NewJersey, USA.
At Manchester Business School, he has established a unique cohortof PhD scholarship students in conjunction with leadig UKcompanies. These students are specializing in servicequality/customer retention research with an emphasis on issues thathave a practical relevance to industry. This is the largestdoctoral research group in this specialist area in Europe. He iscontributor to the MBA Programme and directs the Best in QualityCase Study Conference Programme. He is a regular contributor to theManagement and Executive Development programmes of the MBSExecutive Centre.
He holds five professional fellowships and is a member of theInternational Academy for Quality, whose members are chosen fromthe most active protagonists in quality in the world.
John Murphy is a Food Science graduate of University College, Corkand has a Master's degree in Science from Trinity College, Dublin,and Doctor of Philosophy degree from the University of Ulster,Ireland.

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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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