Books / Increasing Customer Loyalty: Harvard Business Review

Increasing Customer Loyalty: Harvard Business Review

Publisher: Harvard Business Review
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Book Summary of Increasing Customer Loyalty: Harvard Business Review

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
  • Increase your customers' lifetime value

Table of Contents
  • Stop Trying to Delight Your Customers
  • Matthew Dixon, Karen Freeman & Nicholas Toman
  • Companies and the Customers Who Hate Them
  • Gail McGovern & 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. & Leonard A. Schlesinger
  • The Mismanagement of Customer Loyalty
  • Werner Reinartz & V. Kumar
  • CRM Done Right
  • Darrell K. Rigby & Dianne Ledingham
  • Diamonds in the Data Mine
  • Gary Loveman
  • Want to Perfect Your Company's Service' Use Behavorial Science
  • Richard B. Chase & Sriram Dasu
  • Best Face Forward
  • Jeffrey F. Rayport & Bernard J. Jaworski

Details of Book: Increasing Customer Loyalty: Harvard Business Review (BSID:1529)

Book Increasing Customer Loyalty: Harvard Business Review
Author Harvard Business Review
ISBN 1422162524
ISBN-13 9781422162521, 978-1422162521
Binding papeback
Publisher Harvard Business Review
Publishing Date 2011
Number of Pages 221
Language English
Dimensions 8.1 x 5.4 x 0.7 inches
Weight 177 grams

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Anders December 29, 2011 review from Goodreads

I would've given it a 5, except the chapter with the title that most excited me ("Diamonds in the Data Mine") was essentially 30 pages about the fact that data contains useful information. Thanks genius.

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