Book description
Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to:
- Understand the service-profit chain
- Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability
- Build and refine a process for delivering extraordinary value to your customers
- Understand the service-profit chain
- Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability
- Build and refine a process for delivering extraordinary value to your customers
Table of contents
- Cover
- Pocket Mentor Series
- Copyright
- Mentor’s Message: Why Focus on Your Customer?
- Focusing on Your Customer: The Basics
- Tips and Tools
Product information
- Title: Focusing on Your Customer
- Author(s):
- Release date: November 2010
- Publisher(s): Harvard Business Review Press
- ISBN: 9781422129753
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