February 2011
Beginner
240 pages
4h 11m
English
Content preview from Harvard Business Review on Increasing Customer LoyaltyBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.
Contents
Stop Trying to Delight Your Customers
Matthew Dixon, Karen Freeman, and Nicholas Toman
Companies and the Customers Who Hate Them
Gail McGovern and Youngme Moon
The One Number You Need to Grow
Frederick F. Reichheld
Putting the Service-Profit Chain to Work
James L. Heskett, Thomas O. Jones, Gary W. Loveman, W. Earl Sasser, Jr., and Leonard A. Schlesinger
The Mismanagement of Customer Loyalty
Werner Reinartz and V. Kumar
Darrell K. Rigby and Dianne Ledingham
Gary Loveman
Want to Perfect Your Company’s Service?
Richard B. Chase and Sriram Dasu
Jeffrey F. Rayport and Bernard J. Jaworski
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