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 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.

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Product Details

  • ISBN-13: 9780471498186
  • Publisher: Wiley
  • Publication date: 3/26/2001
  • Edition number: 1
  • Pages: 306
  • Sales rank: 1,488,281
  • 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 Service Quality at the Manchester Business School. Professor Murphy combines the roles of academic and international consultant specialising in service quality management and customer retention.
He has held a series of senior management positions both in Ireland and the UK. He is currently a non-executive director of Total Research, the London-based European operation of the International Strategic Market Research Company, headquartered in Princeton, New Jersey, USA.
At Manchester Business School, he has established a unique cohort of PhD scholarship students in conjunction with leadig UK companies. These students are specializing in service quality/customer retention research with an emphasis on issues that have a practical relevance to industry. This is the largest doctoral research group in this specialist area in Europe. He is contributor to the MBA Programme and directs the Best in Quality Case Study Conference Programme. He is a regular contributor to the Management and Executive Development programmes of the MBS Executive Centre.
He holds five professional fellowships and is a member of the International Academy for Quality, whose members are chosen from the most active protagonists in quality in the world.
John Murphy is a Food Science graduate of University College, Cork and 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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