Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and Proven Tactics That Really WorkJohn Wiley & Sons, 2005. gada 10. okt. - 272 lappuses In Loyalty Myths, the authors have assembled 53 of the most common beliefs about customer loyalty – all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data. Granted unprecedented access to customer records from a variety of multi-national corporations. Through these records, Ipsos Loyalty was able to precisely track the impact of this customer-centric construct on actual purchasing behavior. The authors’ findings and conclusions will stun business leaders around the world. The lessons learned from these provide a true guide for the proper use of customer loyalty. |
Saturs
| 31 | |
Chapter 2 Loyalty Myths Contaminating Company Management Practices | 63 |
Chapter 3 Loyalty Myths about Customers Their Needs Behaviors and Referrals | 81 |
Chapter 4 Loyalty Myths Concerning Loyalty Programs | 105 |
Chapter 5 Loyalty Myths about Loyalty Share of Business and Profitability | 129 |
Chapter 6 Loyalty Myths Regarding Employees | 153 |
Chapter 7 The Foundations of Customer Loyalty | 169 |
Chapter 8 The Right Way to Manage for Customer Loyalty | 199 |
ACKNOWLEDGMENTS | 229 |
NOTES | 233 |
INDEX | 249 |
Citi izdevumi - Skatīt visu
Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and ... Timothy L. Keiningham,Terry G. Vavra,Lerzan Aksoy,Henri Wallard Priekšskatījums nav pieejams - 2005 |
Loyalty Myths: Hyped Strategies That Will Put You Out of Business -- and ... Timothy L. Keiningham,Terry G. Vavra,Lerzan Aksoy,Henri Wallard Priekšskatījums nav pieejams - 2005 |
Bieži izmantoti vārdi un frāzes
airline alty attitudinal Bank behavior brand-centric Break-even Customers Business Week call centers Cartoonybin.com Chicago CLVf commitment company’s competitors consumers Costly Customers costs customer base customer loyalty Customer Loyalty Programs customer needs customer relationship management customer retention customer satisfaction customer-centric customer’s Desired Customers Dunlap efforts employee satisfaction example Figure firm’s firms Fly Buy focus France Télécom Frederick F frequently goal Harvard Business Review impact industry investment Journal of Marketing Kathy Hammond Keiningham ketchup Kumar LatinPass loyal customers LOYALTY MYTH loyalty programs LOYALTY TRUTH market share measures Michel Bon million O’Leary offer percent of customers problem product categories product or service products and services profits promotion Quality Reichheld Reinartz Reproduced with permission Research result retailers revenue rewards Ryanair Safeway satisfaction and loyalty Scott segment share-of-spending share-of-wallet Source spending sumer switch Tansas tion Topalog˘lu typically USAA Vavra
Populāri fragmenti
vi. lappuse - Never doubt that a small group of thoughtful committed citizens can change the world. Indeed it's the only thing that ever has.
246. lappuse - Hutchens, who teaches business law at the Robert H. Smith School of Business at the University of Maryland: "They will not allow major currency movement out of China, and they will not allow listings without approval. This is the sanctum sanctorum.
37. lappuse - In short, the organisation must learn to think of itself not as producing goods or services but as buying customers, as doing the things that will make people want to do business with it".1 Mr.
68. lappuse - ... usually is about as rewarding as struggling in quicksand.) Nevertheless, gin rummy managerial behavior (discard your least promising business at each turn) is not our style.
14. lappuse - zero defections" — keeping every customer the company can profitably serve — and they will mobilize the organization to achieve it. Customer defections have a surprisingly powerful impact on the bottom line. They can have more to do with a service company's profits than scale, market share, unit costs, and many other factors usually associated with competitive advantage.
xvi. lappuse - Loyalty to petrified opinions never yet broke a chain or freed a human soul in this world — and never will.
96. lappuse - ... will pay more to stay in a hotel they know or to go to a doctor they trust than to take a chance on a less expensive competitor. The company that has developed such a loyal following can charge a premium for the customer's confidence in the business. Yet another economic boon from long-time customers is the free advertising they provide. Loyal customers do a lot of talking over the years and drum up a lot of business.
200. lappuse - When people thought the Earth was flat, they were wrong. When people thought the Earth was spherical they were wrong. But if you think that thinking the Earth is spherical is just as wrong as thinking the Earth is flat, then your view is wronger than both of them put together.
2. lappuse - Rule, suggesting that 80 percent of the wealth was held by 20 percent of the population.
114. lappuse - Loyalty is a deeply held commitment to rebuy or repatronize a preferred product/service consistently in the future...
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