June 2019
Beginner
134 pages
3h 17m
English
Content preview from Service Excellence in Organizations, Volume II
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Chapter Objectives
- To understand the benefits of loyalty to the customer
- To appreciate the importance of loyalty to profitability and growth
- To identify the shift from transactional to relationship marketing
- To outline the different customer loyalty strategies
- To appreciate how Customer Relationship Management (CRM) can promote customer loyalty
- To understand how loyalty is created and how easily it can be lost
- To appreciate the way service recovery can support loyalty
- To identify means of building loyalty
Chapter Profile
The aim of this chapter is to introduce a basic framework for the importance, management, and development of customer loyalty strategies. It will explore why customers are important and why customer loyalty ...
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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.Julian F.
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.Addison B.
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.Amir M.
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.