Driving Loyalty

Author : Kirk Kazanjian
Publisher : Random House Digital, Inc.
ISBN 13 : 0385346948
Total Pages : 274 pages
Book Rating : 4.48/5 ( download)

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Download or read book Driving Loyalty written by Kirk Kazanjian and published by Random House Digital, Inc.. This book was released on 2013-04-23 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical, story-driven book on the importance of building and inspiring loyalty among employees, customers, clients, and vendors, based on the lessons learned from the phenomenally successful Enterprise car rental company.

Author : Kirk Kazanjian
Publisher : Crown Business
ISBN 13 : 0385346956
Total Pages : 274 pages
Book Rating : 4.55/5 ( download)

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Download or read book Driving Loyalty written by Kirk Kazanjian and published by Crown Business. This book was released on 2013-04-23 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Must-reading for every manager, entrepreneur, corporate executive, and anyone looking to increase customer satisfaction, boost employee engagement, and significantly enhance the bottom line. In order to build a successful company today, you must create an unbreakable bond of loyalty between your customers and employees. Few have done this better than Enterprise Holdings, owner of the Enterprise, National, and Alamo rental car brands. While Enterprise has long been known for offering excellent customer service, it faced a huge challenge after buying National and Alamo in 2007. Among other things, it had to integrate different cultures, manage a varied workforce, and meet the needs of a much larger and highly divergent customer base. In Driving Loyalty, you’ll get an inside look at how Enterprise began operating these three distinct brands in a way that ultimately led to rising profitability and some of the highest customer and employee satisfaction scores in the industry. You’ll also discover how other thriving companies—from JetBlue and Starbucks to Costco and even Chobani Yogurt—use similar techniques to outsmart the competition and turn customers and employees into raving fans. Driving Loyalty provides a blueprint that businesses of all types can use to deliver exceptional customer service, create a high-performing work environment, build strong brands, instill loyalty, market effectively online and off, and, in turn, power overall performance. In the pages of Driving Loyalty, you'll learn: - Specific strategies for offering exceptional service that will help to increase sales and grow your business. - Principles for developing engaged, high-performing teams - Why the rules of brand building differ based on your target audience - How to effectively leverage social media to better connect with your customers and employees - Why forming strong partnerships can take your company--and your career--to the next level - And much more

Author : Jeff Hasen
Publisher : John Wiley & Sons
ISBN 13 : 1118243269
Total Pages : 224 pages
Book Rating : 4.68/5 ( download)

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Download or read book Mobilized Marketing written by Jeff Hasen and published by John Wiley & Sons. This book was released on 2012-05-01 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Integrate your mobile marketing program and take your brand to the next level Mobile marketing is finally entering the forefront of the marketing realm as megabrands roll out million-dollar budgets and small businesses have turned to the channel for its affordability, measurability, and repeatable successes in producing sales and driving engagement and loyalty. Through insights from bold industry visionaries and fellow mobile pioneers, Mobilized Marketing takes readers through campaigns worth repeating and others that are not. Learn the many roads that marketers can take and the proven strategies and tactics that move products and build loyalty through the consumer's most personal device. With examples from the more than 130,000 campaigns developed by mobile marketing leader Hipcricket, Mobilized Marketing breaks down how brands of all sizes have performed in their mobile efforts—why some have failed and how others bravely turned to mobile. Demonstrates how to integrate mobile into marketing programs and how to effectively measure it Explains how to make your existing marketing spends work harder Delivers step-by-step instructions on how to optimize campaigns in real-time Shows how to determine which mobile tactics are keepers and which are not It's time to mobilize your marketing programs and drive your profits to new heights.

Author : Valarie A. Zeithaml
Publisher : Simon and Schuster
ISBN 13 : 0743205901
Total Pages : 314 pages
Book Rating : 4.00/5 ( download)

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Download or read book Driving Customer Equity written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2001-02-21 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: In their efforts to become more customer-focused, companies everywhere find themselves entangled in outmoded systems, metrics, and strategies rooted in their product-centered view of the world. Now, to ease this shift to a customer focus, marketing strategy experts Roland T. Rust, Valarie A. Zeithaml, and Katherine N. Lemon have created a dynamic new model they call "Customer Equity," a strategic framework designed to maximize every firm's most important asset, the total lifetime value of its customer base. The authors' Customer Equity Framework yields powerful insights that will help any business increase the value of its customer base. Rust, Zeithaml, and Lemon introduce the three drivers of customer equity -- Value Equity, Brand Equity, and Retention Equity -- and explain in clear, nontechnical language how managers can base their strategies on one or a combination of these drivers. The authors demonstrate in this breakthrough book how managers can build and employ competitive metrics that reveal their company's Customer Equity relative to their competitors. Based on these metrics, they show how managers can determine which drivers are most important in their industry, how they can make efficient strategic trade-offs between expenditures on these drivers, and how to project a financial return from these expenditures. The final section devotes two chapters to the Customer Pyramid, an approach that segments customers based on their long-term profitability, and an especially important chapter examines the Internet as the ultimate Customer Equity tool. Here the authors show how companies such as Intuit.com, Schwab.com, and Priceline.com have used more than one or all three drivers to increase Customer Equity. In this age of one-to-one marketing, understanding how to drive Customer Equity is central to the success of any firm. In particular, Driving Customer Equity will be essential reading for any marketing manager and, for that matter, any manager concerned with growing the value of the firm's customer base.

Author : Cristina Ziliani
Publisher : Routledge
ISBN 13 : 0429663420
Total Pages : 256 pages
Book Rating : 4.20/5 ( download)

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Download or read book Loyalty Management written by Cristina Ziliani and published by Routledge. This book was released on 2019-10-08 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this insightful new text, Cristina Ziliani and Marco Ieva trace the evolution of thinking and practice in loyalty management. From trading stamps to Amazon Prime and Alibaba 88 Membership, they present a fresh take on the tools, strategies and skills that underpin its key significance in marketing today. Loyalty management is increasingly identified with the design and management of a quality customer experience on the journey across the many touchpoints that connect the customer with the brand. Evaluating the research on best practice and offering concrete examples from industry, the authors argue that existing schemes and systems are not just things of the past but should be the optimal starting point for companies needing to foster customer loyalty in an omnichannel world. Drawing on 20 years of experience in research, consulting and teaching, the authors have compiled a unique research-based practice-oriented text. It will guide marketers, business leaders and students through the changes in marketing thought and practice on loyalty management as well as offering practical guidance on the skills and capabilities that companies need if they want to be successful at delivering essential loyalty-driving customer experiences.

Author : Paul Hague
Publisher : Kogan Page Publishers
ISBN 13 : 1398602833
Total Pages : 393 pages
Book Rating : 4.30/5 ( download)

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Download or read book Market Research in Practice written by Paul Hague and published by Kogan Page Publishers. This book was released on 2021-11-03 with total page 393 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn the fundamentals of market research with this bestselling guide that delivers an overview of the whole process, from planning a project and executing it, what tools to use, through to analysis and presenting the findings. Market Research in Practice provides a practical and robust introduction to the subject, providing a clear step-by-step guide to managing market research and how to effectively to obtain the most reliable results. Written by an industry expert with over 35 years' practical experience in running a successful market research agency, tips and advice are included throughout to ground the concepts in business reality. This text also benefits from real-world examples from companies including Adidas, Marks & Spencer, Grohe and General Motors. Now in its fourth edition, Market Research in Practice is now fully updated to capture the latest changes and developments in the field and explores new tools of qualitative research using online methods as well as expanding further on online surveys such as SurveyMonkey. Accompanied by a range of templates, surveys and resources for lecturers, this is an invaluable guide for students of research methods, researchers, marketers and users of market research.

Author : Shep Hyken
Publisher : Shepard Presentations, LLC
ISBN 13 : 0963782010
Total Pages : 117 pages
Book Rating : 4.14/5 ( download)

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Download or read book The Loyal Customer written by Shep Hyken and published by Shepard Presentations, LLC. This book was released on 1999 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Alka Jarvis
Publisher : Quality Press
ISBN 13 : 0873899350
Total Pages : 256 pages
Book Rating : 4.52/5 ( download)

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Download or read book Achieving Customer Experience Excellence through a Quality Management System written by Alka Jarvis and published by Quality Press. This book was released on 2016-07-08 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.

Author : Forte Consultancy Group
Publisher : Forte Consultancy
ISBN 13 :
Total Pages : pages
Book Rating : 4./5 ( download)

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Download or read book Loyalty Programs Gone Wrong – Ten Common Mistakes to Avoid written by Forte Consultancy Group and published by Forte Consultancy. This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: While it’s not rocket science, designing an effective loyalty program is much harder than it appears. Even the most lauded companies have deficiencies in their programs, deficiencies which can make or break it…

Author : Christian Zeidler
Publisher : Springer Science & Business Media
ISBN 13 : 3834983012
Total Pages : 239 pages
Book Rating : 4.15/5 ( download)

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Download or read book Mobile Support in Customer Loyalty Management written by Christian Zeidler and published by Springer Science & Business Media. This book was released on 2009-09-02 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Christian Zeidler identifies the potential of mobile services for the management of customer relationships. He develops a framework that provides a technical infrastructure capable of leveraging these advantages through a service delivery platform. The author, thereby, provides a valuable tool for the integration of the mobile channel into the traditional marketing mix.