Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers

Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers

Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers

Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers


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Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turbaning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business.

Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turban merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turban boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks.

Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

Product Details

ISBN-13: 9781440856570
Publisher: ABC-CLIO, Incorporated
Publication date: 09/15/2017
Sold by: Barnes & Noble
Format: eBook
Pages: 197
File size: 2 MB

About the Author

John A. Larson is the senior partner at John Larson and Company, a firm specializing in helping clients increase their growth and profitability by improving the loyalty of the customers they serve.

Bennett E. McClellan is the chief catalytic officer of NBM Research. He is an academic, author, executive coach, and management consultant with a global practice.

Table of Contents

Foreword by Maxine Clark
Preface: Consistency-Based vs. Delight-Based Customer Loyalty
Chapter 1 Blinded by Delight: The Truth about Customer Loyalty
Chapter 2 Less Risk Means More Customer Profits
Chapter 3 Risks Lurk Everywhere
Chapter 4 Eliminate the Risks That Matter Most
Chapter 5 Making the Case for Making Things Easy
Chapter 6 Visionary Leaders Create the Imperative
Chapter 7 Informal Leaders Move Mountains from the Middle
Chapter 8 Products Must Fulfill Customer Expectations
Chapter 9 Always Keep Your Promises, Always
Chapter 10 Frontline Employees: Satisfaction's Ambassadors
Chapter 11 Supervisory Staff: Evangelists of Risk-Free Relationships
Chapter 12 Systems That (Em)power the Loyalty Mandate
Chapter 13 Stories to Reinforce What Matters to Customers
Chapter 14 The Train Wreck of Customer Loyalty Programs
Chapter 15 Customer Loyalty: An Institutional Imperative

What People are Saying About This

John A. Luke Jr.

Capturing Loyalty offers fresh and compelling insights on what generates high customer satisfaction in both consumer and business-to-business transactions and, with it, market success and a pathway to attractive growth.”

Jon R. Katzenbach

“The distinction between customer satisfaction and customer loyalty is fine, and the relationship between the two can be capricious. Capturing Loyalty provides an invaluable map through the hazards and pitfalls of satisfaction in the pursuit of truly, enduringly—and profitably—loyal customers.”

Earl Sasser

“Implementation is the focus of Capturing Loyalty. Many authors, myself included, have focused their attention on the importance of customer loyalty, the best way to measure it, and the economics associated with achieving different levels of customer loyalty. What most authors have not provided is the detailed roadmap (with all the possible hazards along the way) of how to get to the desired levels of customer loyalty. During the past three decades, Larson and McClellan have been working with clients in a variety of settings to profitably increase customer loyalty. They have seen the pitfalls and complexities. They have seen the failures and successes. They understand the organizational, cultural, and leadership challenges. They share their insights in Capturing Loyalty.”

Dave Almeda

“In my experience, one of the most effective ways to materially increase customer loyalty and commitment is by first focusing on employee loyalty and commitment. Said another way, the performance of an organization’s employees (e.g., sales force, customer support, store personnel) has a major impact on the quality of a customer’s experience. I had the pleasure of successfully working with John Larson to improve both employee and customer satisfaction during my time at Staples. I have been a strong believer in his approach ever since.”

Lawrence M. Higby

“I have always been amazed at the lack of self-awareness many companies exhibit with regard to their customers. Unless you know exactly who your target customers are it is impossible to determine what they want, much less market to them effectively. Capturing Loyalty guides you through a logical process to identify your high-potential customers and serve their most pressing needs.”

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