The ultimate CRM handbook : strategies and concepts for building enduring customer loyalty and

The loyalty effect : the hidden force behind growth, profits, and lasting value / Reichheld

customers are more empowered and brand loyalty is eroding, will have to move to Relationship Marketing (RM

. -- Customer service via technology -- 10. Encouraging customer loyalty -- 11. Managing your time -- 12

brand awareness, consideration and purchase, to customer loyalty and brand advocacy, and finally an

-- Building customer relationships and loyalty -- Service recovery.

Customer loyalty.

customers are more empowered and brand loyalty is eroding, will have to move to Relationship Marketing (RM

strategies they employ to compete for consumer loyalty.Written by international experts in the field, the

communications -- Managing demand and capacity -- Building customer relationships and loyalty -- Service recovery.

information and forecasting demand -- Conducting marketing research -- Creating long-term loyalty

membership in the United States and increase loyalty by 159 percent in only a year. And in China, the look of