Building Customer Loyalty by Barbara Glanz

100 pages - Item#: 995-512	ISBN: 0-7863-0253-4
Retail	Our Price $8.95 ea.

Research shows that it costs five times as much to acquire a new customer as it does to keep an existing one. Therefore, it is important for organizations to understand what they can do to build customer loyalty and keep their customers. Building Customer Loyalty: How You Can Help Keep Customers Returning provides tips and techniques for offering superior service to clients and customers and helps you learn to create positive customer experiences, build lasting customer relations, and attract new customers while retaining current ones. You'll learn to treat each customer as an individual and personalize customer service to satisfy every customer.

Table of Contents:

Self-Assessment
1. What is Customer Loyalty?
2. A Frame for Understanding
3. Core Service and Customer Service
4. Customer Loyalty in Action
5. Two Studies of Customer Loyalty
6. Acquisition versus Retention
7. Complaints Can Add to Loyalty!
8. Creating Customer Loyalty: Your Role
Post-Test