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Item Information       Summary     More Content     More by this author     Bhote, Keki R., 1925-     Subjects     Consumer satisfaction.     Customer services     Customer relations.     Customer loyalty.     Browse Catalog     by author:      Bhote, Keki R., 1925-       by title:      Beyond customer sati...         MARC Display

Beyond customer satisfaction to customer loyalty : the key to greater profitability / Keki R. Bhote. by Bhote, Keki R., 1925- New York : American Management Association, c1996. Subjects Consumer satisfaction.   Customer services   Customer relations.   Customer loyalty. ISBN:  0814423620 (pbk.) Series:  AMA management briefing Description:  x, 148 p. : ill. ; 22 cm. Contents:  Pt.1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty - the ultimate business challenge -- The ten inviolate principles of customer loyalty -- Pt.2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking - a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion. Requests:  0   Copy/Holding information No Item Information

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