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Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition

Customer Loyalty: How to Earn It, How to Keep It, New and Revised Edition

Jill Griffin

ISBN: 978-0-787-96388-0

Oct 2002, Jossey-Bass

272 pages

Select type: Paperback

Out of stock



You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz.
Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA).

About the Author.



1. Customer Loyalty: The Way to Many Happy Returns.

2. A Closer Look at Loyalty.

3. Growing a Loyal Customer: The Seven Key Stages.

4. Turning Suspects into Qualified Prospects.

5. Turning Qualified Prospects into First-Time Buyers.

6. Turning First-Time Buyers into Repeat Customers.

7. Turning Repeat Customers into Loyal Clients.

8. Turning Loyal Clients into Advocates.

9. Customer Loss: How to Prevent It and What to Do When It Strikes.

10. How to Develop a Loyalty-Driven Culture in Your Company.

The Twelve Laws of Loyalty.


Company Index.

Subject Index.

Jill Griffin Wants Your Stories.
"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." --From Harvard Business School Working Knowledge