The vast majority of American companies have little awareness or
knowledge of how their organizations must change strategically to
improve their customers' loyalty and assessment of value. As
customers increasingly perceive a sameness of products and services
among companies, an intense focus on customer retention and
lifetime value will differentiate successful organizations from
others. Lowenstein develops concepts and approaches that enable
company executives, managers, and staff to create a dynamic,
proactive corporate commitment to customer advocacy and
loyalty.
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 DEGREESDSM to form the basis
of this new, invaluable work. The concepts are innovative, and the
applications are real-world.
General
Imprint: |
Praeger Publishers Inc
|
Country of origin: |
United States |
Release date: |
November 1997 |
First published: |
November 1997 |
Authors: |
Michael Lowenstein
|
Dimensions: |
235 x 156 x 17mm (L x W x T) |
Format: |
Hardcover
|
Pages: |
280 |
ISBN-13: |
978-1-56720-076-8 |
Categories: |
Books >
Business & Economics >
General
Promotions
|
LSN: |
1-56720-076-1 |
Barcode: |
9781567200768 |
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