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."
