Winning lifetime customers : how to keep customers using customer care /
Marc Thornton.
- Dublin : Blackhall Publishing, 2001.
- xii, 174 p. ; 24 cm. + pbk.
Bibliography: (page 169) and index.
Why attract lifetime customers? -- Attracting and keeping lifetime customers -- Customer loyalty -- Plugging the \'leaky bucket\' -- Using customer care to delight and keep customers -- Improving customer care standards -- Staff - the key to success -- Secrets of customer care -- Marketing plans for profit -- Putting marketing and customer care into action.