Loyalty

This book is an action-oriented handbook on how create customer loyalty and change the way your company operates. It is an easy read, full of useful ideas rather than theory.

A guide to marketing in the digital age, focusing on how to build a marketing strategy in a world where consumers are constantly bombarded with communications and have learned to tune out the ad-saturation which has engulfed consumers over the last two decades.

This book identifies how companies earn the respect and loyalty of their customers. There is a connection between emotions and behaviors, meaning that customers feel strongly about businesses that recognize them.

This book seeks to provide a framework for a successful loyalty strategy in any company. The author starts out with some definitions of loyalty, defining the “loyalty cycle’s ” five steps: identify customers, track spending, motivate behavior, reward performance, and measure results.

This book is in dissertation form and seeks to investigate how service delivery practices result in high Net Promoter Scores (NPS). Over 930 surveys containing traditional customer satisfaction and NPS questions were collected from GE Healthcare Practice Solutions customers as they implemented the Practice Management and Electronic Medical Record software products over a 20 month period.

Why did 47% of CRM implementations in the US fail? Michael Ruckman explains why implementing CRM technology without adopting a customer-centric approach is like putting the cart before the horse.

Shannon Quilty explains how fusing the virtual and the physical spheres can enable shopping centers to benefit from digital disruption and engage their customers with enhanced experiences.

Mr. Ruckman gave insights into the changing role of leadership in modern companies, the changes in business models over the last few decades, focusing on what firms should do.

In light of a global trend towards digitalization and online services, Tom Mouhsian explains why physical bank branches are far from an anachronism in a digital world. Explains Why Real Loyalty Has No Expiration Date