Description
This book is about customer loyalty and how to create a program that builds and develops the relationship between company and customer. The book takes the reader through the necessary steps to research, plan and launch a program that builds and develops the relationship between company and customer. The book also places special emphasis on value measurement and selection of the right benefits.
One of the most effective protections against competition is long-term customer loyalty. This book presents a step-by-step guide which argues that the key to customer loyalty lies in the right mix of financial and non-financial benefits. The book takes the reader through the necessary steps to research, plan and launch a programme that builds and develops the relationship between company and customer. It places special emphasis on value measurement and selection of the right benefits and aims to help the reader integrate the loyalty programme into every part of the organization. It also offers techniques to measure the ongoing success of the strategy and for developing and growing the programme. This updated edition includes new chapters on pricing for loyalty and internet loyalty, as well as new case studies to reflect current practice.
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