Creating Customer Loyalty

Build Lasting Loyalty Using Customer Experience Management

By: Chris Daffy

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Paperback | 3 April 2019 | Edition Number 1

At a Glance

Paperback
264 Pages

Dimensions(cm)
35 x 16 x 16.5

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Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers.

Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Industry Reviews

"This is the bible of customer experience. It has everything you need to know about the subject." * Marius Persinaru, Country President, Schneider Electric Romania *
"Chris Daffy has an incredible ability to make the complicated stuff simple to understand and his work has been of great value to me personally, fantastic for my team's development and hugely beneficial for our business." * Magda Dexter, Customer Experience Director, Saint-Gobain Building Distribution Sector, UK and Ireland *
"Quite frankly, I couldn't put it down! The perfect mix of stories combined with research that spans a lifetime, with wonderful examples from a broad church of industries such as Ritz-Carlton, SW Airlines and M&S. I will be buying copies for my team." * Peter van Peborgh-Gooch, General Manager - Visitor Centre, William Grant & Sons Distillers *
"This is probably the most comprehensive work, providing a true 360 on the topic of loyalty, that I have read in a long time. It presents simple and clear methods without jargon, which in true Daffy style are practical, not just theoretical. This is an essential manager handbook for best practice in customer loyalty." * Nic Cunliffe, Sales Support Director, Vaillant Group UK *

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