Author by : James G. Comprehensive and complete, written by industry-respected authors, this will serve as a perennial reference throughout your career. But in our service economy, the most important asset is intangible: a company's relationship with its customers. Shoot for five to seven key questions. . Note que a encomenda só entra em processamento após a receção do pagamento e que, se esse pagamento for rececionado após as 19 horas hora de Portugal Continental , a encomenda só é enviada no dia útil seguinte seguinte.
Após a compra, o eBook é de imediato disponibilizado na sua área de cliente para efetuar o download. The expanded strategy component and a balance of theory and practice makes the text suitable for universities and universities of technology. Os serviços extra como a entrega ao sábado e Janela Horária têm um custo adicional não gratuito. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. It takes the reader step-by-step through the process of designing and conducting a survey to generate accurate measures of customer satisfaction and loyalty. Se quiser pode ainda acrescentar um pequeno comentário, de seguida clique em enviar o pedido.
Larson pdf, by John A. Author by : John A. Author by : Charles W. The South African examples and comment in an international setting create local and global perspective. A sua recomendação será imediatamente enviada em seu nome, para o email da pessoa a quem pretende fazer a recomendação. A encomenda é pré-preenchida com os dados que habitualmente utiliza - morada faturação, morada de entrega, forma de envio e tipo de pagamento.
But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Delight-Based Customer Loyalty xiii Acknowledgements xvii Chapter 1 Blinded by Delight: The Truth about Customer Loyalty 1 10 Chapter 2 Less Risk Means More Customer Profits 11 12 Chapter 3 Risks Lurk Everywhere 23 10 Chapter 4 Eliminate the Risks That Matter Most 33 16 Chapter 5 Making the Case for Making Things Easy 49 10 Chapter 6 Visionary Leaders Create the Imperative 59 12 Chapter 7 Informal Leaders Move Mountains from the Middle 71 8 Chapter 8 Products Must Fulfill Customer Expectations 79 10 Chapter 9 Always Keep Your Promises, Always 89 14 Chapter 10 Frontline Employees: Satisfaction's Ambassadors 103 14 Chapter 11 Supervisory Staff: Evangelists of Risk-Free Relationships 117 12 Chapter 12 Systems That Em power the Loyalty Mandate 129 12 Chapter 13 Stories to Reinforce What Matters to Customers 141 16 Chapter 14 The Train Wreck of Customer Loyalty Programs 157 14 Chapter 15 Customer Loyalty: An Institutional Imperative 171 8 Postscript 179 2 Notes 181 6 Index 187 John A. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. He is an academic, author, executive coach, and management consultant with a global practice. Obtain feedback to make sure that each question is neutral, specific and focused on a single topic, and that it will provide the information you seek.
Estes produtos, especialmente as edições mais antigas, estão sujeitos à confirmação de preço e disponibilidade de stock no fornecedor. Comentários Detalhes do produto Este eBook pode ser lido em qualquer dispositivo com browser, sem necessidade de fazer o download de qualquer software ou de possuir qualquer tipo de equipamento específico de leitura. Para recomendar esta obra a um amigo basta preencher o seu nome e email, bem como o nome e email da pessoa a quem pretende fazer a sugestão. Succeeding in these mentioned tasks guarantees long-term benefits for the companies, helps them to achieve their stated targets, as well as to retain a strong competitive advantage, which is of a great importance. Descontos ou vantagens não acumuláveis com outras promoções. B Rapid Globalization C Sustainable Marketing- More Environmental and Social Responsiblity. Larson is the senior partner at John Larson and Company, a firm specializing in helping clients increase their growth and profitability by improving the loyalty of the customers they serve.
Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks. The text works at a small business entrepreneurial level and provides appropriate material for work in small teams. Do you currently measure customer loyalty? Larson Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers, the book Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers, John A. The authors also provide a fail-safe method for identifying the risks inherent in your business. Larson epub Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers, pdf John A. If not, understanding your customer loyalty can help you predict which customers will continue buying from you, which customers are at risk of defecting and the steps you can take to prevent it.
To Measure Customer Loyalty, Start With Your Goals There are a number of ways to measure customer intentions. Para finalizar o processo, necessita apenas de confirmar os dados. Para ler este eBook num computador instale a aplicação Adobe Digital Editions. This site is like a library, Use search box in the widget to get ebook that you want. However, eServices need to be managed properly in order to really be a benefit for the company. Access 100s of guided, interactive plans for almost any type of marketing task. The E-mail message field is required.
Kotler delivers the theory that will form the cornerstone of your marketing studies, and shows you how to apply the concepts and practices of modern marketing science. Esta modalidade de checkout permite-lhe comprar em dois cliques, seguindo diretamente para a confirmação de encomenda. The research process is explained in detail, including questionnaire design, analysis and reporting, but the book also covers other elements of an effective customer satisfaction process. Informal feedback: Good for gaining detailed feedback from a small group of customers. Todos os direitos reservados, Porto, Portugal. A versão web da Biblioteca Wook está otimizada para as versões mais recentes dos browsers Google Chrome, Internet Explorer, Safari, Firefox e Edge. Be careful not to make the survey too detailed.
Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Vales e outros descontos que se encontrem no prazo de validade, serão igualmente considerados automaticamente na encomenda. The authors also provide a fail-safe method for identifying the risks inherent in your business. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends. Since responses are evaluated one by one, surveyors can ask highly detailed questions and probe deeper based on specific responses.
Here are three common methods: Survey: Good for gaining honest feedback from a group of customers. For example, chapter 1 rewritten to explain introductory concepts better;Addresses interesting developments in the marketing field such as business-to-business marketing, Internet marketing, and retailing. Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. Larson pdf Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers, John A. The rule of thumb is that the higher a customer ranks in each of these categories, the happier they are. He is an academic, author, executive coach, and management consultant with a global practice.