experiences that inspire loyalty and evangelism, and the cutting-edge tricks that help businesses large and

need to know about social media marketing: Humans buy from humans -- Small interactions lead to loyalty

Big! -- 10.Expansion -- Introduction -- Delivering on your promises to secure customer loyalty

-- Organisational buying behaviour -- Consumer loyalty -- Building relationships with customers -- The online world

trends in the field, including Internet marketing and e-commerce, loyalty marketing, brand extension

Loyalty -- Achieving Service Recovery and Obtaining Customer Feedback -- Improving Service Quality and

, & Loyalty -- Chapter 6 -- Analyzing Consumer Markets -- Chapter 7 -- Analyzing Business Markets -- Chapter 8

; Keeping the faith: making loyalty programmes work ; Future of loyalty programmes: trends with the most

; and loyalty marketing."--Jacket.

Brand loyalty.

loyalty -- 4. When a brand gets into trouble -- 5. Brand "personality" and extension positioning : a brand

-- Intermediary customer decisisonmaking -- Customer loyalty to products and stores -- Relationship-based buying