Loyalty myths : hyped strategies that will put you out of business - and proven tactics that really work /
Timothy L. Keiningham... [et al.].
- Hoboken, N.J. : John Wiley, c2005.
- xvii, 254 p. : ill. ; 24 cm.
Introduction : The myths of loyalty : Did the Gods mislead us -- Chapter 1. Loyalty myths that subvert company goals -- Chapter 2. Loyalty myths contaminating company management practices -- Chapter 3. Loyalty Myths about customers: their needs behaviors and referrals -- Chapter 4. Loyalty Myths concerning loyalty programs -- Chapter 5. Loyalty Myths about loyalty, share of business, and profitability -- Chapter 6. Loyalty myths regarding employees -- Chapter 7. The foundations of customer loyalty -- Chapter 8. The right way to manage for customer loyalty.
0471743151 (hbk.)
Customer loyalty.
658.8343 / LOY
Introduction : The myths of loyalty : Did the Gods mislead us -- Chapter 1. Loyalty myths that subvert company goals -- Chapter 2. Loyalty myths contaminating company management practices -- Chapter 3. Loyalty Myths about customers: their needs behaviors and referrals -- Chapter 4. Loyalty Myths concerning loyalty programs -- Chapter 5. Loyalty Myths about loyalty, share of business, and profitability -- Chapter 6. Loyalty myths regarding employees -- Chapter 7. The foundations of customer loyalty -- Chapter 8. The right way to manage for customer loyalty.
0471743151 (hbk.)
Customer loyalty.
658.8343 / LOY