Who stole my customer?? : winning strategies for creating and sustaining customer loyalty /

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Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Thompson, Harvey (Author)
Format: Electronic eBook
Language:Inglés
Published: Upper Saddle River, New Jersey : Pearson Education, [2015]
Edition:Second edition.
Subjects:
Customer loyalty.
Customer relations.
Consumer satisfaction.
Consommateurs > Fidélité.
Consommateurs > Satisfaction.
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • Part 1. The Case for Action: Customer Defection
  • Ch. 1. When Prior Strengths Become Your Weaknesses
  • Ch. 2. When the World Changes and You Do Not
  • Ch. 3. When Customers Leave
  • Part 2. Understanding Loyalty: A Pie Pan of Needs
  • Ch. 4. Product versus Service Slices
  • Ch. 5. Customer Segmentation and Targeting
  • Part 3. Integrating Two Views: Opportunity versus Risk
  • Ch. 6. Opportunity: The Customer View
  • Ch. 7. Risk: The Company Culture
  • Part 4. The Winning Customer Experience
  • Ch. 8. What They Want: Ten Myths About Your Customers
  • Ch. 9. What They Need: Solutions
  • Ch. 10. The Next Strategic Leap: Company and Customer Co-Innovation
  • Ch. 11. What You Must Do: Institutionalize Loyalty
  • Epilogue: Who Stole My Customer?

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