Synopses & Reviews
Your guide to building and sustaining the most critical partnership of allBoth 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.
Review
"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." --From Harvard Business School Working Knowledge
Review
"In this revised edition, author Jill Griffin gives practical advice on garnering loyalty from customers. She explains that oftentimes "more thought and preparation goes into how to get the telephone to ring (strategy), than what to do once it rings (execution and implementation)." Chapters are based on key points, including turning first-time buyers into repeat customers, preventing customer loss, and recovering from customer loss. Each chapter offers steps to follow, a succinct summary of main points, and ready-to-use tools for getting started.
Customer Loyaltyis a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction." --Source: Harvard Business School "Working Knowledge" List of Recommended Books
"Griffin deftly examines pricing, value, customers' purchasing cycles, positioning and targeting to create repeat purchasers . . . . Readers will profit from the arsenal of tools Griffin provides."
— Publishers Weekly
"Griffin has written a practical guide for planning strategies to assure customer loyalty. She uses actual examples to describe whom a company should target, how to find qualified prospects, and how to turn customers into company advocates."
— Library Journal
"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
"Jill Griffin 'wrote the book' on loyalty tactics with Customer Loyalty: How to Earn It, How to Keep It, now in its second edition."
— Larry Chase's Web Digest for Marketers
"Ms. Griffin deals with a complex subject and comes to a logical conclusion: Loyalty begins and continues with continually satisfied customers."
— J. D. Power III, J. D. Power and Associates
"Customers become loyal advocates to a business one purchase experience at a time. Customer Loyaltyclearly outlines the seven steps of a customer affinity and shows how companies can embrace these strategies to build a loyal clientele. These strategies work for any product or service and for any company large or small."
— Beth Summers, vice president, executive and organizational development, Dell Computer Corporation
"Jill 'gets it.' So can you. You don't need a consultant or a new management team. Read Jill's book and execute. Then you will 'get it.'"
— Red McCombs, chairman, McCombs Enterprises, owner, Minnesota Vikings, and cofounder, Clear Channel Communications
"Business only has two jobs: (1) getting new customers and (2) keeping the old ones, and sometimes winning them back. Let the brillance of my friend Jill's book help you to maximize, optimize, and fully realize your opportunities here." --Mark Victor Hansen, coauthor, Chicken Soup for the Soul Series, #1 New York Times best-seller
"Sales people will find Griffin's book interesting, practical, and profitable."-- American Marketing Association
Review
"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)
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.
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.
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.