Loyalty

Loyalty
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The Customer Experience Edge: Technology and Techniques for Delivering an Enduring, Profitable, and Positive Experience to Your Customers
The authors provide a comprehensive overview of the customer experience, drawing on previous relevant works and providing a detailed and well-written guidebook for business practitioners interested in the subject.
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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
In this updated edition, the author builds on the concepts of his 2006 book in more detail and provides more examples of how companies implemented the system.
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Why We Buy: The Science of Shopping – Updated and Revised for the Internet, the Global Consumer, and Beyond
The author provides a behavioral psychology perspective on shopping and lessons for success in retail, including an updated section on the internet and the global consumer.
The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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The Shape of Engagement: The Art of Building Enduring Connections With Your Customers, Employees and Communities
Scott Gould uses his diverse expertise and life experience to define engagement providing a framework within the book which describes this process, with both tactical and strategic utility.
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Managing Customer Relationships: A Strategic Framework
Edited by Don Peppers and Martha Rogers, this is a textbook-style volume on customer relationship management, collating materials and chapters from leading authorities in the field.
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Managing the Customer Experience: Turning Customers Into Advocates
The book advocates that creating an intentional, consistent, differentiated and valuable customer experience that is synonymous with your brand is increasingly recognized as a vital driver of corporate performance.
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Measuring Customer Satisfaction and Loyalty (Third edition): Survey Design, Use and Statistical Analysis Methods
In this third edition, the author sets out to give a comprehensive model for development and use of customer satisfaction questionnaires. This edition contains additional information about customer loyalty measurement.
Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
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Improving Customer Satisfaction, Loyalty and Profit: An Integrated Measurement and Management System
The authors propose a five-stage process that links a company’s marketing, sales, product development and customer service departments to deliver top-quality products and a system for customer measurement and management.
Senteo Rating
Delivering Happiness: A Path to Profits, Passion, and Purpose
This light and rather entertaining book chronicles the rise and success of Zappos and its unique company culture, as told by author, founder and entrepreneur, Tony Hsieh.
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Customer Service Tip of the Week: Over 52 ideas and reminders to sharpen your skills
Jeff Toister is a customer experience author, consultant, and trainer. His book provides a unique guide of useful tips which emphasize customer service skills that also trickle into relationship building.
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Customer Loyalty: How to Earn It, How to Keep It
In Customer Loyalty, the author begins with a short introduction to customer loyalty, drawing distinctions between increasing market share and building loyalty, and how a market strategy can limit loyalty.