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Customer Loyalty: How to Earn it, How to Keep it (Jossey-Bass Business & Management) (Paperback)

by Jill Griffin (Author) "I'm often asked, "Does customer loyalty still exist? ..." (more)

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Loyalty Effect, The: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F Reichheld
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Product details

Paperback: 272 pages
Publisher: Jossey Bass; New and Revised Edition edition (29 Oct 2002)
Language English
ISBN-10: 0787963887
ISBN-13: 978-0787963880
Product Dimensions: 22.8 x 17.4 x 2.4 cm

Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)

Amazon.co.uk Sales Rank: 358,249 in Books (See Bestsellers in Books)

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Product Description

Review

"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." ––From Harvard Business School Working Knowledge

Product Description

You′ve read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today–– now read the new and revised edition of the ground–breaking book that created all the buzz.

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Inside This Book (Learn More)

First Sentence
I'm often asked, "Does customer loyalty still exist?" Read the first page

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	62% buy the item featured on this page: Customer Loyalty: How to Earn it, How to Keep it (Jossey-Bass Business & Management) 5.0 out of 5 stars (1) �13.59
	14% buy Loyalty Effect, The: The Hidden Force Behind Growth, Profits, and Lasting Value 4.8 out of 5 stars (16) �8.70
	13% buy Scoring Points: How Tesco Continues to Win Customer Loyalty 4.5 out of 5 stars (2) �14.69
	6% buy Scoring Points: How Tesco is Winning Customer Loyalty 4.6 out of 5 stars (5)

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3 of 3 people found the following review helpful:

5.0 out of 5 stars A 'Must Read' for anyone in business, 17 Aug 2001

By A Customer

This review is from: Customer Loyalty: How to Earn it, How to Keep it (Jossey-Bass Business and Management Reader) (Paperback)

Believe it or not, this is an easy to read, hard to put down book, on a subject that should be of interest to everyone in business. Even if it doesn't move you to make big changes to the way you or your organisation works (it should), you will still be more 'Customer-centric' in your thinking - your whole view of customers - and their problems - will change. Jill Griffin shows clearly the huge difference between customer satisfaction and customer loyalty - loyalty will bring them back where satisfaction may not. She makes it clear how to make your customers not only loyal but 'advocates' - telling others they should buy from you! Lots of case histories and anecdotes. As a company selling loyalty solutions, we give this book to all our prospects. Great stuff!

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