Customer Loyalty
A Guide for Time Travelers
Published on 7. November 2005
Book
Paperback/Softback
XV, 174 pages
978-1-349-54643-5 (ISBN)
Description
The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.
Reviews / Votes
'Robinson and Etherington provide a fascinating look back at the history of loyalty. They also give tips about how to build and sustain it.' - Justin Keay, European Business
More details
Edition
1st ed. 2006
Language
English
Place of publication
London
United Kingdom
Target group
Professional and scholarly
Illustrations
XV, 174 p.
Dimensions
Height: 229 mm
Width: 152 mm
Thickness: 11 mm
Weight
287 gr
ISBN-13
978-1-349-54643-5 (9781349546435)
DOI
10.1057/9780230513037
Schweitzer Classification
Other editions
Additional editions
Book
11/2005
Palgrave Macmillan
€53.49
Shipment within 10-20 days
Persons
SIONADE ROBINSON is co-founder of the services excellence consultancy, Cape Consulting. She holds a doctorate in Systems Sciences and has worked for the global workplace learning consultancy, the Forum Corporation as well as setting up a research team at Cass Business School to study ways of developing service strategies to improve customer satisfaction. She works with all industries, particularly financial services, professional services and the leisure industry.
LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.
LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.
Content
What do Customers Want? Lessons in Customer Loyalty of the Past New Customers New Challenges The Benefits of Winning Customer Loyalty Customer Loyalty and Service Brands The One Question That Really Matters The Loyalty-Building Experiences Take Centre Stage Making Loyalty-Building Experiences Happen The Future The Summary of Key Points