Image from Coce

Loyalty myths : hyped strategies that will put you out of business-- and proven tactics that really work / Timothy L. Keiningham [and others].

By: Material type: TextTextPublisher: Hoboken, N.J. : John Wiley & Sons, [2006]Copyright date: ©2006Description: xvii, 254 pages : illustrations ; 24 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0471743151
  • 9780471743156
Subject(s): DDC classification:
  • 658.8343 22
LOC classification:
  • HF5415.525 .L695 2006
Contents:
Introduction : the myths of loyalty : did the Gods mislead us? -- Ch. 1. Loyalty myths that subvert company goals -- Ch. 2. Loyalty myths contaminating company management practices -- Ch. 3. Loyalty myths about customers : their needs, behaviors, and referrals -- Ch. 4. Loyalty myths concerning loyalty programs -- Ch. 5. Loyalty myths about loyalty, share of business, and profitability -- Ch. 6. Loyalty myths regarding employees -- Ch. 7. The foundations of customer loyalty -- Ch. 8. The right way to manage for customer loyalty.
Review: "In Loyalty Myths, renowned authors from one of the world's premier business research firms reveal the ugly truth about customer loyalty - almost everything you've been told about it is wrong!" "In fact, most popular loyalty maxims are based on faulty data or on a faulty reading of good data. For instance, most managers take it as gospel that all customers become more valuable over time. But it's not true! Some do just the opposite; they cost the company money over time. A CEO who keeps the wrong customers can lose millions! But business leaders do it every day because they fail to fully understand customer loyalty." "To set things straight, Loyalty Myths critiques 53 of the most common beliefs about customer loyalty and debunks them fully with hard science and even harder data. Using real-world examples and the latest facts and figures, the authors smash the platitudes and the easy assumptions about customer loyalty and offer real-world, fact-based methodologies that really do keep customers coming back."--BOOK JACKET.
Tags from this library: No tags from this library for this title. Log in to add tags.

Introduction : the myths of loyalty : did the Gods mislead us? -- Ch. 1. Loyalty myths that subvert company goals -- Ch. 2. Loyalty myths contaminating company management practices -- Ch. 3. Loyalty myths about customers : their needs, behaviors, and referrals -- Ch. 4. Loyalty myths concerning loyalty programs -- Ch. 5. Loyalty myths about loyalty, share of business, and profitability -- Ch. 6. Loyalty myths regarding employees -- Ch. 7. The foundations of customer loyalty -- Ch. 8. The right way to manage for customer loyalty.

"In Loyalty Myths, renowned authors from one of the world's premier business research firms reveal the ugly truth about customer loyalty - almost everything you've been told about it is wrong!" "In fact, most popular loyalty maxims are based on faulty data or on a faulty reading of good data. For instance, most managers take it as gospel that all customers become more valuable over time. But it's not true! Some do just the opposite; they cost the company money over time. A CEO who keeps the wrong customers can lose millions! But business leaders do it every day because they fail to fully understand customer loyalty." "To set things straight, Loyalty Myths critiques 53 of the most common beliefs about customer loyalty and debunks them fully with hard science and even harder data. Using real-world examples and the latest facts and figures, the authors smash the platitudes and the easy assumptions about customer loyalty and offer real-world, fact-based methodologies that really do keep customers coming back."--BOOK JACKET.

Machine converted from AACR2 source record.

There are no comments on this title.

to post a comment.

Powered by Koha