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|Print List Price:||£14.99|
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Harvard Business Review on Increasing Customer Loyalty (Harvard Business Review Paperback Series) Kindle Edition
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|Length: 224 pages||Word Wise: Enabled||Enhanced Typesetting: Enabled|
|Page Flip: Enabled|
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Top Customer Reviews
Those who aspire to make their customers both loyal and profitable will find the material in this HBR book invaluable. It is one of the volumes in a series of anthologies of articles that first appeared in Harvard Business Review. Authors of the nine articles focus on one or more components of a process by which to turn angry customers into loyal advocates, get more people to recommend them, increase customer satisfaction by satisfying them, focus on profitable customers (loyal or not), invest in the right CRM technology, mine customer data for more effective marketing, and increase each customer's lifetime value.
I now provide two brief excerpts that are representative of the high quality of all nine articles:
In "The One Number You Need to Know," Frederick F. Reichheld explains what he characterizes as "The Ultimate Question": "On a scale of 1 to 10, how likely is it that you would recommend our company to a friend or colleague?" There are two other questions that are effective predictors in certain industries: "How strong do you agree that our company sets the standard for excellence in our industry?Read more ›
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