Copy Link
E-mail
LinkedIn
Facebook
Telegram
WhatsApp
Latest Updates
Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
DIAMOND
RATING
RATING
Various Authors, Harvard Business Review Press, 2011
Senteo’s Review 
Increasing Customer Loyalty is one of a series of anthologies of Harvard Business Review articles. The authors of the 9 articles provide a collection of best practices for making your customers loyal, translating this into profitability. The articles include:
- Stop Trying to Delight Your Customers, Dixon, Freeman, and Toman
- Companies and the Customers Who Hate Them, McGovern and Moon
- The One Number You Need to Grow, Reichheld
- Putting the Service-Profit Chain to Work, Heskett, Jones, Loveman, Sasser, and Schlesinger
- The Mismanagement of Customer Loyalty, Reinartz and Kumar
- CRM Done Right, Rigby and Ledingham
- Diamonds in the Data Mine, Loveman
- Want to Perfect Your Company’s Service? Use Behavioral Science, Chase and Dasu
- Best Face Forward, Rayport and Jaworski
The authors present information on areas such as turning angry customers into advocates, focus on profitable customers, investing in CRM, customer data mining, and increasing the lifetime value of your customers.
This book provides articles from some of the leading names in customer loyalty. The article by Dixon, Reeman and Toman provides some interesting findings on how delighting customers does not always translate into customer loyalty. The McGovern and Moon article provides some interesting research on the banking industry and how customers despise them. Other works, such as Reichheld’s, are covered in more detail in books reviewed by Senteo (see The Ultimate Question 2.0).
While useful from a research perspective, the articles are by nature narrow in perspective, but taken together provide a good variety of views.
How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable–but don’t have time to find them–this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you:
- Turn angry customers into loyal advocates
- Get more people to recommend you
- Boost customer satisfaction by satisfying your employees
- Focus on profitable customers–whether they’re loyal or not
- Invest in the right CRM technology for your business
- Mine customer data for more effective marketing
- Increase your customers’ lifetime value
This book provides useful research perspectives on the subject of customer loyalty.
Senteo Subject Category
This book presents 9 research articles on the subject of customer loyalty from differing perspectives.
The best book reviews in your inbox!
Subscribe now and receive a special gift with your subscription.
See content on this topic
How can banks and other companies generate emotional interest from customers? Find the answer to this question and more in this excellent introduction to the Senteo Methodology.
Do businesses lack the intelligence to effectively manage customer relationships? This article explores the various forms of intelligence that businesses must develop in order to better serve this goal.
Michael Ruckman, President & CEO of Senteo talks about Customer Contacts, Experiences, and Journeys in this fast moving presentation from the MECS+R Congress in 2021 in Dubai.
Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
Related Book Reviews & Education
In this book, co-authors Terry R. Bacon and David G. Pugh explore how exceptional companies use the principles of behavioral strategy to exceed expectations and outperform competitors.
Sifting through 25 years’ worth of Gallup surveys, Marcus Buckingham and Curt Coffman analyzed managers from companies large and small to dissect what it is that successful managers do.
One of a series of books by Colin Shaw concerning the customer experience. Being the first of this series, this book provides a theoretical overview of the customer experience with many examples from the author’s consulting practice.
Organizational health is key to business success; Lencioni guides leaders in fostering a cohesive, clear, well-communicated, and reinforced working environment to achieve sustainable success.
Frontline Trainings
Front Line Sales Training & Development
Sales training for front line along with basic development and coaching principles for line management.
Master Class
Workshop
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement
Understanding branding and communications from the standpoint of emotional engagement and building relevant and meaningful dialogue with customers.
Master Class
Workshop
Designing Experiential Customer Environments (Physical & Digital)
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels including approaches for customer feedback, quality management, and migration.
Management Trainings
Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
New
Online Course
Understanding Brand & Communications
Experiential Branding & Communications – Improving Brand Integration Through Emotional Engagement.
$195 One-Time Charge
Online Course
Understanding Customer Touch Points
This course covers a complete view of customer touch points (both physical and virtual) and a unique model for standardizing and managing customer contact models across channels.
$195 One-Time Charge
Master Class
Workshop
Using Customer-Oriented Analytics & Behavioral Scenarios to Improve Business Performance
Understand the value of a customer-oriented analytics package and how behavioral scenarios can be used to improve profitability through influencing behavior and usage.
Master Class
Workshop
Understanding Game Dynamics & Applying Gamification to Drive Customer / Employee Engagement & Loyalty
To understand the principles of game dynamics and learn how to effectively use the elements of gamification in business: to involve customers, employees and contractors in the process.
Master Class
Workshop
Evolution of CRM Systems – Relationship Management & Influencing Customer Behavior
Understand the components and features in a complex Customer Relationship Management system (infrastructure, architecture, functionality, etc.) and the uses and benefits for both the business and the customer.
Master Class
Workshop
Designing & Managing Effective Relationship Management Processes
Understanding the range and function of different relationship management processes used to build customer engagement models and manage the quality of customer relationships.
Management Trainings
Experiential Innovation & Relationship-Centric Business Design
Understand how the innovation process changes moving from functionality and channel design to a process focused on creating value for customers.
Go Back
Leave a Reply
You must be logged in to post a comment.