| Description |
xxiii, 255 pages : illustrations ; 24 cm |
| Contents |
Preface: Being First Among Equals -- Ch. 1. A New Paradigm for American Business: The Concept of the Customer Loyalty Pyramid -- Ch. 2. Developing a Customer Retention Culture and Infrastructure: The Seven-S Framework -- Ch. 3. Customer Loyalty: Strategy -- Ch. 4. Customer Loyalty: Structure -- Ch. 5. Customer Loyalty: Systems -- Ch. 6. Customer Loyalty: Staff -- Ch. 7. Customer Loyalty: Style -- Ch. 8. Customer Loyalty: Skills -- Ch. 9. Customer Loyalty: Shared Values/Superordinate Goals -- Ch. 10. Sustaining the Focus: Building in Constancy of Purpose and Process -- Ch. 11. What the Future Holds: Building from the Blueprint of the Customer Loyalty Pyramid |
| Summary |
Moving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty. The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid to form the basis of this new, invaluable work |
| Bibliography |
Includes bibliographical references (pages [239]-244) and index |
| Subject |
Consumer satisfaction.
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Customer loyalty.
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Customer relations.
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| LC no. |
97005886 |
| ISBN |
1567200761 (alk. paper) |
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