Customer Retention in a Week

This book aims to emphasise the overriding importance for businesses of retaining customers, and to explain how a successful customer focus can be achieved and maintained. Topics include:



The value of focusing on retaining existing customers



Identifying customers and finding out what they want



Offering incentives to maintain customer loyalty



Mobilising employees to give customers what they want



Retaining customers when things go wrong







This book has been updated for the In a Week 2002 series relaunch.