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Highly satisfied customers jump
ship!
Although Customer Satisfaction Measurement
is critical for identifying precisely where to focus improvement activities
to make the biggest gains in Customer Satisfaction, the zenith is Customer
Loyalty! Having customers who will stick by you, promote you and even
love you - whatever the weather!
How to Win 'Raving Fan' Customers
Providing good service on time every time isn’t good enough, claims
management guru and best selling business author Ken Blanchard. He insists
you can only be guaranteed to beat the competition if you create ‘Raving
Fan Customers.’ So who are they and how do you get them?
Dr
Ken Blanchard
Customer
satisfaction, loyalty and profit - understanding the links between service
and the bottom line
Customers are becoming ever more demanding, and in most markets they have
more options to choose from than ever before. At the same time 'switching
barriers', the inconveniences of changing supplier, are being reduced…
Stephen
Hampshire The Leadership Factor
Customer
loyalty: how to measure it, understand it and use it to drive business
success
Since it is now widely recognised that it is much less costly and much
more profitable to keep existing customers than to win new ones, customer
retention has become a major goal for most organisations. In principle
it's simple. You just have to keep your existing customers. But how?
The
Leadership Factor
Customer Service Rocks
In all businesses we have four types of customers. First we have our new
customers, who we give most of our attention to. Second are our current
customers, who we maintain, but don't go out of our way for because we
feel that their business is "safe". Third are our past customers,
people who no longer do business with us, and fourth are those who are
not our customers yet. Let's focus on the third type of customers - those
who have gone away...
Barton
Goldsmith CEO Goldsmith Consulting
When
Caring is not Enough
The ultimate quest - not the merely satisfied, but the hugely
satisfied, wildly enthusiastic customer whose experiences with the organisation
are delightful and special enough to generate deep feelings and loyal
behaviour...
Achieve
Global
Focussing on Creating Value
When creating value, not creating profit,
is the central operating system permeating every aspect of your company,
interesting things happen, only one of which is higher then average profitability....
JoAnna
Brandi "The Customer Care Lady"
7 Card Stud Customer Loyalty
Although the love of money may be the root of all evil, the love of customers
may be the root of all profits! Many business owners have gambled a great
deal of these profits at the poker table of CRM (Customer Relationship
Management) and have come up empty or been bluffed out of the game.
Steve
Schroder Permission Required Consulting
18 Short but Sweet Customer Service Insights
They may be short but they are definitely sweet and guaranteed to enlighten...
Shep
Hyken
The Loyalty Special
Report
Strategies to build business relationships with customer, clients and
employees...
Shep
Hyken
Building Loyalty through creative contact
Customer contact is essential to building loyalty. A few simple and effective
tips...
Karl
Walinskas
Service that WOWs Customers
into Loyal Devotees
Ten steps to WOWing customers and helping transcend them from a state
of satisfaction to one of ultimate loyalty, impervious to cheaper offers
and external threats...
Karl
Walinskas
Is Loyalty Dead?
JoAnna Brandi dispels the myth that "Loyalty
is Dead"; moreover in companies that consciously and painstakingly
set up processes and mechanisms for creating value for all of their stakeholders
- customers, employees, stockholders, suppliers and communities, loyalty
is alive and well, and rewarding them with profits and repeat business...
JoAnna
Brandi "The Customer Care Lady"
| Further reading |
|
Improving Customer
Satisfaction Loyalty and Profit: An Integrated Measurement and Management
System (University of Michigan Business School Management Series)
D. Johnson, Michael D., Anders Gustafsson |
"It
is cheaper to keep a customer than replace one" - just about
everyone understands that customer satisfaction and loyalty are
essential to business success, but when it comes to linking customer
research to company organisation to deliver high levels of service
and quality products - most companies haven't a clue. In this title
the authors offer a five-stage process that links the key elements
of customer satisfaction measurement with market strategy and product
development for business success. It shows managers how to develop
a good relationship with their customers and how to break down walls
between departments and integrate functions.
|
| Buy
UK |
Buy
US |
|
Building Great
Customer Experiences
Colin Shaw, John Ivens |
|
| This
volume is about building and delivering great customer experiences.
Many companies neglect this, but the physical execution and emotional
impact of customer experiences, companies and brands may ultimately
determine customer satisfaction and loyalty and commercial success.
With the use of examples and cases, the authors show that this is
key for all companies and organizations.
|
| Buy
UK |
Buy
US |
|
Loyalty Rules!:
How Today's Leaders Build Lasting Relationships
Frederick Reichheld |
|
| Builds
on the core concepts that proved so popular in Reichheld's first
book, The LoyaltyEffect, a Business Week bestseller, in which he
convincingly established the link between loyalty and bottom-line
profits. Loyalty Rules! uses vivid stories from a range of top companies
to illustrate why building loyalty is more important than ever and
how to do it.
|
| Buy
UK |
Buy
US |
|
Handbook of
Customer Satisfaction and Loyalty Measurement
Nigel Hill, Jim Alexander |
|
| An examination
of how to use research effectively. It takes the reader step-by-step
through the process of designing and conducting a survey to generate
accurate measures of customer satisfaction and loyalty. The research
process is explained in detail, including questionnaire design,
analysis and reporting, but the book also covers other elements
of an effective customer satisfaction process. These include project
planning, communicating with customers before, during and after
the survey, and providing internal feedback and taking effective
action to address issues raised by the survey. This new edition
(previously published as "Handbook of Customer Satisfaction
Measurement") includes four new chapters on loyalty measurement.
As well as examining the nature of loyalty, the book provides detailed
information on how this complex concept should be measured. The
satisfaction-profit chain and associated modelling and forecasting
techniques are also explained.
|
| Buy
UK |
Buy
US |
|
Links
Loyalty
Effect
An excellent Loyalty resource from Frederick Reichheld the author of Loyalty
Rules! Lots of articles and links to loyalty resources...
Speakers Roundtable
Speakers Roundtable is an invitation-only association of 20 of America's
foremost motivational speakers, professional speakers and keynote speakers.
Articles on Customer Service, Customer Loyalty and much more...
Vicki Lenz
Author and speaker on Emotion Marketing and customer loyalty - lots of
free to read articles...
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