Customer loyalty : how to earn it, how to keep it / Jill Griffin.
By: Griffin, Jill
.
Material type: 
BookSeries: Jossey-Bass business & management series: Publisher: San Francisco : Jossey-Bass Publishers, 1995 (1997)Description: xii, 242 p. ; 24 cm. + pbk.ISBN: 0787908606 ; 002912977X .Subject(s): Consumer satisfaction | Customer services | Customer relationsDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00068408 |
Enhanced descriptions from Syndetics:
Your guide to building and sustaining the most critical partnership of all
Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers.
-- Quality Digest
Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies -- from a Florida picture framer and a Nebraska travel agent to Home Depot and Sharp Electronics -- author Jill Griffin shares her trademarked Profit Generator System, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.
Includes bibliographical references (pages 229-235) and indexes.
Customer loyalty: The way to many happy returns -- A closer look at loyalty -- Growing a loyal customer: The seven key stages -- Turning suspects into qualified prospects -- Turning qualified prospects into first-time buyers -- Turning first-time buyers into repeat customers -- Turning repeat customers into loyal clients -- Turning loyal clients into advocates -- Customer inactivity: How to prevent it and what to do when it strikes -- How to develop a loyalty-driven culture in your company.