{"product_id":"creating-customer-loyalty-build-lasting-loyalty-using-customer-experience-management-9780749484309","title":"Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management","description":"\u003cp\u003eConsumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. \u003cb\u003e\u003ci\u003eCreating Customer Loyalty\u003c\/i\u003e\u003c\/b\u003e outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003eDemonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, \u003cb\u003e\u003ci\u003eCreating Customer Loyalty\u003c\/i\u003e\u003c\/b\u003e explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Chris Daffy\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Kogan Page\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 04\/30\/2019\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 264\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.82lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.21h x 6.14w x 0.72d\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780749484309\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003cb\u003eChris Daffy \u003c\/b\u003eis an established author, speaker and writer, with over 20 years' experience helping organizations to improve customer service, experience management and loyalty building. He provides training throughout the UK and Northern Europe with clients including: Airbus; Air Products; AXA; BAE Systems; BBC; Barclaycard; Brenntag; DHL; Dorchester Hotel; JCB; Legal \u0026amp; General; Pizza Express; Saint Gobain Group; Toyota\/Lexus; Unilever Group; Watches of Switzerland.\u003cbr\u003e\u003c\/p\u003e","brand":"Kogan Page","offers":[{"title":"Paperback","offer_id":40779902091379,"sku":"9.78075E+12","price":42.95,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0555\/9255\/0515\/products\/img_47662218-abaa-4617-95d4-66b2f48a8ff4.jpg?v=1680617785","url":"https:\/\/bookstorenmore.com\/en-de\/products\/creating-customer-loyalty-build-lasting-loyalty-using-customer-experience-management-9780749484309","provider":"Bookstore N More","version":"1.0","type":"link"}