Customer Loyalty Pyramid
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Customer loyalty is essential for any business: it supports a cohesive, focused, and effective corporate culture, teamwork, crossfunctionalism, and shared knowledge, and the bottom line performance desired. Booknews Develops concepts and approaches that enable company owners and senior staff to create a company commitment to customer advocacy and loyalty. Several models are combined in chapters on the Customer Loyalty Pyramid, the Seven-S Framework, strategies and systems for enhancing customer loyalty, staffing issues, company style, and shared values. Includes examples of real-world successes. Annotation c. by Book News, Inc., Portland, Or.
IllustrationsPreface: Being First Among EqualsAcknowledgmentsIntroductionCh. 1A New Paradigm for American Business: The Concept of the Customer Loyalty Pyramid1Ch. 2Developing a Customer Retention Culture and Infrastructure: The Seven-S Framework23Ch. 3Customer Loyalty: Strategy41Ch. 4Customer Loyalty: Structure61Ch. 5Customer Loyalty: Systems77Ch. 6Customer Loyalty: Staff99Ch. 7Customer Loyalty: Style117Ch. 8Customer Loyalty: Skills135Ch. 9Customer Loyalty: Shared Values/Superordinate Goals163Ch. 10Sustaining the Focus: Building in Constancy of Purpose and Process181Ch. 11What the Future Holds: Building from the Blueprint of the Customer Loyalty Pyramid209Epilogue223Notes225Selected Bibliography239Index245
