Picture 1 of 1
Picture 1 of 1
Capturing Loyalty: How to Measure, - Hardcover, by Larson John A.; - Very Good
US $8.95
ApproximatelyAU $13.49
Condition:
Postage:
Located in: Philadelphia, Pennsylvania, United States
Delivery:
Estimated between Wed, 26 Jun and Fri, 28 Jun to 43230
Returns:
Payments:
Shop with confidence
Seller assumes all responsibility for this listing.
eBay item number:404933033173
Item specifics
- Condition
- Book Title
- Capturing Loyalty: How to Measure, Generate, and Profit from High
- ISBN
- 9781440856563
- Subject Area
- Business & Economics, Philosophy
- Publication Name
- Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
- Publisher
- Bloomsbury Publishing USA
- Item Length
- 9.2 in
- Subject
- Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
- Publication Year
- 2017
- Type
- Textbook
- Format
- Hardcover
- Language
- English
- Item Height
- 0.6 in
- Item Weight
- 17 Oz
- Item Width
- 6.1 in
- Number of Pages
- 216 Pages
About this product
Product Information
Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business--many of which are not readily apparent to the casual or even invested observer--and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made--two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.
Product Identifiers
Publisher
Bloomsbury Publishing USA
ISBN-10
1440856567
ISBN-13
9781440856563
eBay Product ID (ePID)
234308789
Product Key Features
Number of Pages
216 Pages
Language
English
Publication Name
Capturing Loyalty : How to Measure, Generate, and Profit from Highly Satisfied Customers
Publication Year
2017
Subject
Marketing / General, Customer Relations, General, Sales & Selling / General, Advertising & Promotion
Type
Textbook
Subject Area
Business & Economics, Philosophy
Format
Hardcover
Dimensions
Item Height
0.6 in
Item Weight
17 Oz
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
LCCN
2017-023424
Dewey Edition
23
Reviews
"Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." - Choice, "Research is current and well-explained. Summing Up: Highly recommended. Upper-division undergraduates through professionals." -- Choice "Solid advice for businesses of all sizes." -- Library Journal "Through research and success stories, Capturing Loyalty offers a new approach to a very old problem, and advances the field significantly for the first time in a decade." -- Forbes, 2018 Summer Reading List
Target Audience
College Audience
Number of Volumes
1 Vol.
Dewey Decimal
658.812
Lc Classification Number
Hf5415.525
Table of Content
Foreword by Maxine Clark Preface: Consistency-Based vs. Delight-Based Customer Loyalty Acknowledgements Chapter 1 Blinded by Delight: The Truth about Customer Loyalty Chapter 2 Less Risk Means More Customer Profits Chapter 3 Risks Lurk Everywhere Chapter 4 Eliminate the Risks That Matter Most Chapter 5 Making the Case for Making Things Easy Chapter 6 Visionary Leaders Create the Imperative Chapter 7 Informal Leaders Move Mountains from the Middle Chapter 8 Products Must Fulfill Customer Expectations Chapter 9 Always Keep Your Promises, Always Chapter 10 Frontline Employees: Satisfaction's Ambassadors Chapter 11 Supervisory Staff: Evangelists of Risk-Free Relationships Chapter 12 Systems That (Em)power the Loyalty Mandate Chapter 13 Stories to Reinforce What Matters to Customers Chapter 14 The Train Wreck of Customer Loyalty Programs Chapter 15 Customer Loyalty: An Institutional Imperative Postscript Notes Index
Copyright Date
2017
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:404933033173
Postage and handling
Item location:
Philadelphia, Pennsylvania, United States
Posts to:
Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan Republic, Bahamas, Bahrain, Bangladesh, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde Islands, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Côte d'Ivoire (Ivory Coast), Democratic Republic of the Congo, Denmark, Djibouti, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Fiji, Finland, France, Gabon Republic, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Mauritania, Mauritius, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Republic of Croatia, Republic of the Congo, Romania, Rwanda, Saint Kitts-Nevis, Saint Lucia, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City State, Vietnam, Wallis and Futuna, Western Samoa, Yemen, Zambia, Zimbabwe
Excludes:
Barbados, French Guiana, French Polynesia, Guadeloupe, Libya, Martinique, New Caledonia, Reunion, Russian Federation, Ukraine, Venezuela
| Postage and handling | To | Service | Delivery*See delivery notes |
|---|---|---|---|
| Free postage | United States | Economy postage (USPS Media MailTM) | Estimated between Wed, 26 Jun and Fri, 28 Jun to 43230 |
| US $3.99 (approx. AU $6.01) | United States | Express Postage (USPS Priority Mail®) | Estimated between Wed, 26 Jun and Sat, 29 Jun to 43230 |
| Handling time |
|---|
| Will usually post within 1 business day of receiving cleared payment. |
| Taxes |
|---|
| Taxes may be applicable at checkout. Learn moreLearn more about paying tax on eBay purchases. |
Sales tax for an item #404933033173
Sales tax for an item #404933033173
Seller collects sales tax for items posted to the following states:
| State | Sales tax rate |
|---|
Return policy
| Item must be returned within | Refund will be given as |
|---|---|
| 30 days after the buyer receives it | Money back |
The seller is responsible for return postage costs.
You must return items in their original packaging and in the same condition as when you received them. If you don't follow our item condition policy for returnsitem condition policy for returns, you may not receive a full refund.
Refunds by law: In Australia, consumers have a legal right to obtain a refund from a business if the goods purchased are faulty, not fit for purpose or don't match the seller's description. More information at returnsreturns - opens in a new window or tab.
Payment details
Payment methods
Popular categories from this Store
Seller Feedback (94,569)
4***h (950)- Feedback left by buyer.
Past 6 months
Verified purchase
Honest A+++ Seller. Great price, accurate description, super fast ship, well packed and great communication!
e***r (2643)- Feedback left by buyer.
Past 6 months
Verified purchase
I recently bought a book from this seller on eBay and I'm thoroughly satisfied with the experience. The book arrived exactly as described, in excellent condition. Communication from the seller was clear and timely, making the transaction smooth and reassuring. Shipping was fast, and the book was packaged with care to prevent any damage. Overall, a fantastic purchase experience from a reliable seller. Highly recommended for anyone looking for quality books on eBay.
c***e (64)- Feedback left by buyer.
Past month
Verified purchase
purchased the book “my feelings are like wild animals: how do I tame them?” I got it here because the price was $4.72. Condition is as described. The book was bent which likely occurred during shipping, because it was shipped unprotected, by itself. I wish it was shipped in protective cardboard or in a bubble wrap envelope (like other books from eBay.) Fortunately it’s easy to flatten out the bend by putting something heavy on top of the book. Therefore I’ll purchase from this seller again.
Product ratings and reviews
More to explore:
- John Grisham Hardcover Books,
- John Green Hardcover Books,
- John Mardsen Hardcover Books,
- Gary Larson Fiction & Fiction Books,
- John Green Fiction Hardcover Books,
- John Green Fiction Hardcover Books in English,
- John Updike Non-Fiction Hardcover Books,
- Hardcovers,
- Gary Larson Fiction & Non-Fiction Books,
- Very Good Grade 3.5 - Comics and Graphic Novels & TPBs