"A decade ago I first heard Murray share with an audience his Loyalty Ladder strategy. It made so much sense to me that I immediately put it into practice. Now his message is put into print, telling me how I, step-by-step, can lead that person from the street into my place of business, satisfy his or her needs to such an extent that the person leaves upbeat, anxious to come back and shop again but, even more than that, becomes my recruiter to bring other customers...not by false promises...not by glamorous advertising...but by keeping me focused that consumer satisfaction is the only way my corporation can win." -- Tom Haggai, Chairman and CEO, IGA, Inc.
Attention small business owners! Are you struggling to offer the same wide selection as the superstore down the street? Are you trying but failing to compete with the warehouse store on prices? Are these cutthroat retail practices seriously damaging your business?
Many small business owners are beginning to realize that although they often can't match big business in the price and selection arenas, they can compete -- and win -- in one vital area: taking care of the customer. Up the Loyalty Ladder� provides a concrete strategy for creating a loyal customer base, showing how you can convert occasional shoppers into the biggest fans of your business. In this invaluable guide for the small business owner or manager, retail consultants Murray and Neil Raphel describes the five all-important types of customers and reveal how to move them up the next rung of the Loyalty Ladder.
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What People are Saying About This
"Immensely readable and practical....offers the average retailer the surest way of solidly beating last year."