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Harvard Business Review on Increasing Customer Loyalty (Harvard Business Review Paperback Series) by [Harvard Business Review]
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Harvard Business Review on Increasing Customer Loyalty (Harvard Business Review Paperback Series) Kindle Edition

5.0 out of 5 stars 2 customer reviews

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Product Description

About the Author

If you need the best practices and ideas for the business challenges you face--but don't have time to find them--Harvard Business Review paperbacks are for you. Each book is a collection of HBR's inspiring and useful perspectives on a specific topic, all in one place.

Product details

  • Format: Kindle Edition
  • File Size: 1167 KB
  • Print Length: 240 pages
  • Publisher: Harvard Business Review Press (24 Feb. 2011)
  • Sold by: Amazon Media EU S.à r.l.
  • Language: English
  • ASIN: B004NBZ3K4
  • Text-to-Speech: Enabled
  • X-Ray:
  • Word Wise: Enabled
  • Enhanced Typesetting: Enabled
  • Average Customer Review: 5.0 out of 5 stars 2 customer reviews
  • Amazon Bestsellers Rank: #527,302 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
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Format: Paperback
This is one of the volumes in a series of anthologies of articles that first appeared in Harvard Business Review. Having read all of them when they were published individually, I can personally attest to the high quality of their authors' (or co-authors') insights as well as the eloquence with which they are expressed. This collection has two substantial value-added benefits that should also be noted: If all of the articles were purchased separately as reprints, the total cost would be at least $60-75; also, they are now conveniently bound in a single volume for a fraction of that cost.

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?
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Format: Kindle Edition Verified Purchase
Essential series of articles for those wanting to understand customer and employee loyalty, including from a strategic business standpoint.
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