Loyalty

Loyalty
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The Amazement Revolution: Seven Customer Service Strategies to Create and Amazing Customer (and Employee) Experience
This book is about customer service and creating an environment of “amazement” in your organization, defined as indoctrinating your team into “service that is consistently and predictably better than average.”
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We: The Ideal Customer Relationship
To Steve Yastrow, author of We: The Ideal Customer Relationship, the close, personalized relationship between business and individual, usually reserved for VIPs, is something that should occur with every encounter.
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Outside In: The Power of Putting Customers at the Center of Your Business
This book is about customer experience and how to implement it, stressing that customer experience is sustained not just by customer-facing elements but by the entire organization behind the scenes.
Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology 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.
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Increasing Customer Loyalty: Expert Advice on Making Your Customers Loyal and Profitable
An anthology 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.
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The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Rather than “wowing” the customer, Dixon and his colleagues at CEB suggest that businesses simply deliver on the products and services they provide, but in such a manner that it is effortless for the customer.
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Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers
In Customer Experience Management, the author expands on his previous seminal work (Experience Marketing) to provide a more practical framework for designing and improving on the customer experience.
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The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers into Customer Evangelists
Hyken argues that if any business wants to have loyal customers, they must start with loyal employees. Hyken introduces 5 ‘Cults’ that must be implemented to make customers into evangelists.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
Authors Peter Fader and Sarah Toms provide a guide to their version of the fundamental ideas behind customer centricity, but really focusing on customer lifetime value.
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The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
Authors Peter Fader and Sarah Toms provide a guide to their version of the fundamental ideas behind customer centricity, but really focusing on customer lifetime value.
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At Your Service
By combining his view of the subject from both the customer and business perspective, Eliason proposes a methodology that seeks to establish a relationship with the customer through superior service.
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What’s the Secret? – To Providing a World-Class Customer Experience
John DiJulius examines how to improve customer service in your organization. He underscores the importance of interpersonal skills, which he argues have declined due to increasing reliance on technology.
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The One to One Future: Building Relationships One Customer at a Time
A collaboration between two authors known for their research on customer centricity, this book focuses on individual customer relationships, targeted sales and marketing, rather than the market at large.