The Resource Beyond customer satisfaction to customer loyalty : the key to greater profitability, Keki R. Bhote

Beyond customer satisfaction to customer loyalty : the key to greater profitability, Keki R. Bhote

Label
Beyond customer satisfaction to customer loyalty : the key to greater profitability
Title
Beyond customer satisfaction to customer loyalty
Title remainder
the key to greater profitability
Statement of responsibility
Keki R. Bhote
Creator
Subject
Language
eng
Member of
Cataloging source
DLC
http://library.link/vocab/creatorDate
1925-2013
http://library.link/vocab/creatorName
Bhote, Keki R.
Index
no index present
LC call number
HF5415.5
LC item number
.B486 1996
Literary form
non fiction
Nature of contents
bibliography
http://library.link/vocab/subjectName
  • Consumer satisfaction
  • Customer services
  • Customer relations
  • Customer loyalty
  • Consommateurs
  • Service à la clientèle
  • Relations avec la clientèle
  • Consumer satisfaction
  • Customer loyalty
  • Customer relations
  • Customer services
  • Relations avec la clientèle
  • Consommateurs
Label
Beyond customer satisfaction to customer loyalty : the key to greater profitability, Keki R. Bhote
Instantiates
Publication
Bibliography note
Includes bibliographical references
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
pt. 1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty -- the ultimate business challenge -- The ten inviolate principles of customer loyalty -- pt. 2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking -- a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion
Dimensions
22 cm.
Extent
x, 148 pages
Isbn
9780814423622
Lccn
96035335
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)35558951
  • (OCoLC)ocm35558951
Label
Beyond customer satisfaction to customer loyalty : the key to greater profitability, Keki R. Bhote
Publication
Bibliography note
Includes bibliographical references
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Contents
pt. 1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty -- the ultimate business challenge -- The ten inviolate principles of customer loyalty -- pt. 2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking -- a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion
Dimensions
22 cm.
Extent
x, 148 pages
Isbn
9780814423622
Lccn
96035335
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
Other physical details
illustrations
System control number
  • (OCoLC)35558951
  • (OCoLC)ocm35558951

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