Tuotekuvaus
Harvard Business Review on Increasing Customer Loyalty.
Pehmeäkantinen, Harvard Business Review 2011
How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don´t have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: turn angry customers into loyal advocates, get more people to recommend you, boost customer satisfaction by satisfying your employees, focus on profitable customers--whether they´re loyal or not, invest in the right CRM technology for your business, mine customer data for more effective marketing, and increase your customers´ lifetime value. This collections includes these best-selling HBR articles: "Stop Trying to Delight Your Customers," "Companies and the Customers Who Hate Them," "The One Number You Need to Grow," "Putting the Service-Profit Chain to Work," "The Mismanagement of Customer Loyalty," "CRM Done Right," "Diamonds in the Data Mine," "Want to Perfect Your Company´s Service? Use Behavioral Science," and "Best Face Forward."