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

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

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

. Household decision-making -- Chapter 14. Organisational buying behaviour -- Chapter 15. Consumer loyalty

competitive advantage -- Partnering and strategic alliances -- Customer satisfaction, retention, and loyalty

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

-- Encouraging customer loyalty.

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