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Customer Loyalty: How to Earn It, How to Keep It

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Customer Loyalty: How to Earn It, How to Keep It Cover

 

Synopses & Reviews

Publisher Comments:

Your guide to building and sustaining the most critical partnership of all

Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers.

— Quality Digest

Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies — from a Florida picture framer and a Nebraska travel agent to Home Depot and Sharp Electronics — author Jill Griffin shares her trademarked Profit Generator System, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.

Synopsis:

Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies — from a Florida picture framer and Nebraska travel agent to Home Depot and Sharp Electronics — author Jill Griffin shares her trademarked Profit Generator system, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.

Synopsis:

You've read about Customer Loyaltyin 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.

About the Author

Jill Griffin is an internationally published author, business consultant, and speaker. As president of the Griffin Group in Austin, Texas, she speaks to and consults with businesses of all sizes, from Fortune 500 companies to law firms and small banks. She is coauthor of Customer WinBack (Jossey-Bass), deemed one of the thirty best business books of 2002 by Soundview Executive Book Summaries.

Table of Contents

Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA).

About the Author.

Preface.

Acknowledgments.

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.

References.

Company Index.

Subject Index.

Jill Griffin Wants Your Stories.

Product Details

ISBN:
9780787908607
Subtitle:
How to Earn It, How to Keep It
Author:
Griffin, Jill
Publisher:
Jossey-Bass
Location:
San Francisco
Subject:
Business
Subject:
Marketing - General
Subject:
Customer Service
Subject:
Customer services
Subject:
Customer relations
Subject:
Consumer satisfaction
Subject:
Consumer behavior
Subject:
organizational development
Copyright:
Edition Number:
1st pbk. ed.
Edition Description:
Pbk
Series:
The Jossey-Bass business & management series
Series Volume:
no. 11
Publication Date:
20021009
Binding:
Paperback
Grade Level:
General/trade
Language:
English
Illustrations:
Yes
Pages:
256
Dimensions:
9.20x6.14x.69 in. .78 lbs.

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Related Subjects

Business » Customer Service

Customer Loyalty: How to Earn It, How to Keep It Used Trade Paper
0 stars - 0 reviews
$5.95 In Stock
Product details 256 pages Jossey-Bass - English 9780787908607 Reviews:
"Synopsis" by , Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies — from a Florida picture framer and Nebraska travel agent to Home Depot and Sharp Electronics — author Jill Griffin shares her trademarked Profit Generator system, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.
"Synopsis" by , You've read about Customer Loyaltyin 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.
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