Once a customer, always a customer : how to deliver customer service that creates customers for life /
Chris Daffy.
- 2nd ed.
- Dublin : Oak Tree Press, 1999.
- xv, 309 p. : ill. ; 24 cm. + pbk.
Bibliography: (pages 299-300) and index.
Introduction: Back to the future -- The need for customer obsession -- Customers are the business -- Lifetime customer value and loyalty -- Predictable - and manageable - customer reactions to service -- Delighted customers -- Managing customer perceptions -- Getting customer feedback -- Employees are also customers -- Customer care strategies, systems and standards -- Customer care and leadership -- From success to failure: The danger of complacency -- Bottom-line benefits of customer care -- From words to action -- Finding the funding -- Conclusion: Just do it! -- Epilogue: Let's talk.