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Beyond customer satisfaction to customer loyalty: the key to greater profitability

Beyond customer satisfaction to customer loyalty: the key to greater profitability (2회 대출)

자료유형
단행본
개인저자
Bhote, Keki R. , 1925-.
서명 / 저자사항
Beyond customer satisfaction to customer loyalty: the key to greater profitability / Keki R. Bhote.
발행사항
New York :   American Management Association ,   c1996.  
형태사항
x, 148 p. : ill. ; 22 cm.
총서사항
AMA management briefing.
ISBN
0814423620 (pbk.)
내용주기
Pt.1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty - the ultimate business challenge -- The ten inviolate principles of customer loyalty -- Pt.2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking - a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion.
서지주기
Includes bibliographical references (p. 146-147).
일반주제명
Consumer satisfaction. Customer services. Customer relations.
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005 19981002163312.0
008 960909s1996 nyua b 000 0 eng
010 ▼a 96035335
020 ▼a 0814423620 (pbk.)
040 ▼a DLC ▼c DLC ▼d SQU
049 1 ▼l 911000010 ▼f 국대원
050 0 0 ▼a HF5415.5 ▼b .B486 1996
082 0 0 ▼a 658.8/12 ▼2 20
090 ▼a 658.812 ▼b B575b
100 1 ▼a Bhote, Keki R. , ▼d 1925-.
245 1 0 ▼a Beyond customer satisfaction to customer loyalty: ▼b the key to greater profitability / ▼c Keki R. Bhote.
260 ▼a New York : ▼b American Management Association , ▼c c1996.
300 ▼a x, 148 p. : ▼b ill. ; ▼c 22 cm.
440 0 ▼a AMA management briefing.
504 ▼a Includes bibliographical references (p. 146-147).
505 0 ▼a Pt.1. Transition from customer satisfaction to customer loyalty -- The four stages in the evolution of customer loyalty -- Customer differentiation: focus on "core" customers -- Why companies don't satisfy their customers -- Customer loyalty - the ultimate business challenge -- The ten inviolate principles of customer loyalty -- Pt.2. A seven-step roadmap to attain and maintain customer loyalty, with an audit to assess effectiveness at each step -- Step 1: Top management commitment and involvement -- Step 2: Internal benchmarking - a baseline -- Step 3: Determining customer requirements -- Step 4: Assessing the capabilities of the competition -- Step 5: Measuring customer satisfaction and customer loyalty -- Step 6: Analyzing customer, former customer, noncustomer, and competitor feedback -- Step 7: Continouos improvement -- Conclusion.
650 0 ▼a Consumer satisfaction.
650 0 ▼a Customer services.
650 0 ▼a Customer relations.

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