Print Book Cover image
Title Who stole my customer?? : Winning strategies for creating and sustaining customer loyalty / Harvey Thompson.
Author Thompson, Harvey, author.
Edition Second edition.
Publisher Upper Saddle River, New Jersey : Pearson Education, [2015]
Copyright ©2015

Status Loan Type Location Shelf-mark
 In Library  Standard  Library Level 6  Economics S400 THO  
More Details
Description xv, 207 pages : illustrations ; 24 cm
ISBN 9780134009698 hardback
013400969X hardback
Note Includes index.
Contents Part 1. The Case for Action: Customer Defection -- Ch. 1. When Prior Strengths Become Your Weaknesses -- Ch. 2. When the World Changes and You Do Not -- Ch. 3. When Customers Leave -- Part 2. Understanding Loyalty: A Pie Pan of Needs -- Ch. 4. Product versus Service Slices -- Ch. 5. Customer Segmentation and Targeting -- Part 3. Integrating Two Views: Opportunity versus Risk -- Ch. 6. Opportunity: The Customer View -- Ch. 7. Risk: The Company Culture -- Part 4. The Winning Customer Experience -- Ch. 8. What They Want: Ten Myths About Your Customers -- Ch. 9. What They Need: Solutions -- Ch. 10. The Next Strategic Leap: Company and Customer Co-Innovation -- Ch. 11. What You Must Do: Institutionalize Loyalty -- Epilogue: Who Stole My Customer?
Library Class Economics S400
Subject Customer loyalty.
Customer relations.
Consumer satisfaction.
Alt Title Winning strategies for creating and sustaining customer loyalty

Permanent link to record