{"product_id":"customer-loyalty-isbn-9780787963880","title":"Customer Loyalty","description":"You've read about Customer Loyalty in the Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, NationsBank Business, Modern Jeweler, Furniture Today-- now read the new and revised edition of the ground-breaking book that created all the buzz. \u003cp\u003eForeword, General \u003ci\u003eRobert T. Herres, USAF (Ret.), Chairman, USAA\u003c\/i\u003e ix\u003c\/p\u003e \u003cp\u003eAbout the Author xi\u003c\/p\u003e \u003cp\u003ePreface xiii\u003c\/p\u003e \u003cp\u003eAcknowledgments xvi\u003c\/p\u003e \u003cp\u003e1 Customer Loyalty: The Way to Many Happy Returns 1\u003c\/p\u003e \u003cp\u003e2 A Closer Look at Loyalty 17\u003c\/p\u003e \u003cp\u003e3 Growing a Loyal Customer: The Seven Key Stages 30\u003c\/p\u003e \u003cp\u003e4 Turning Suspects into Qualified Prospects 50\u003c\/p\u003e \u003cp\u003e5 Turning Qualified Prospects into First-Time Buyers 74\u003c\/p\u003e \u003cp\u003e6 Turning First-Time Buyers into Repeat Customers 99\u003c\/p\u003e \u003cp\u003e7 Turning Repeat Customers into Loyal Clients 131\u003c\/p\u003e \u003cp\u003e8 Turning Loyal Clients into Advocates 151\u003c\/p\u003e \u003cp\u003e9 Customer Loss: How to Prevent It and What to Do When It Strikes 173\u003c\/p\u003e \u003cp\u003e10 How to Develop a Loyalty-Driven Culture in Your Company 193\u003c\/p\u003e \u003cp\u003eThe Twelve Laws of Loyalty 217\u003c\/p\u003e \u003cp\u003eReferences 223\u003c\/p\u003e \u003cp\u003eCompany Index 233\u003c\/p\u003e \u003cp\u003eSubject Index 237\u003c\/p\u003e \u003cp\u003eJill Griffin Wants Your Stories 253\u003c\/p\u003e \"Customer Loyalty is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction.\" --From Harvard Business School Working Knowledge \u003cb\u003eJill Griffin\u003c\/b\u003e is an internationally published author, business consultant, and speaker. As president of the Griffin Group in Austin, Texas, she speaks to and consults with businesses of all sizes, from Fortune 500 companies to law firms and small banks. She is coauthor of \u003ci\u003eCustomer WinBack\u003c\/i\u003e (Jossey-Bass), deemed one of the thirty best business books of 2002 by Soundview Executive Book Summaries.   \u003cp\u003e\u003cb\u003eCustomer Loyalty Is as Basic to Business Success as Salt and Pepper Is to Dinner\u003c\/b\u003e \u003c\/p\u003e\u003cp\u003eYOU'VE READ ABOUT \u003ci\u003eCUSTOMER LOYALTY\u003c\/i\u003e in \u003ci\u003ePublishers Weekly, Los Angeles Times, Dallas Morning News, Miami Herald, Kansas City Star, Entrepreneur, Industry Week, Marketing News, Boardroom Reports, Marketing Management, Library Journal, The Selling Advantage, Ideas Magazine, Executive Briefings, Training, Hospitality Upgrade, Direct, Quality Digest, Marketing Tools, Houseware Executive, Journal of Pharmaceutical Management, Discount Merchandiser, TeleProfessional, Nations Bank Business, Modern Jeweler, Furniture Today\u003c\/i\u003e—now read the new and revised edition of the ground-breaking book that created all the buzz.  \u003c\/p\u003e\u003cp\u003e\"Griffin deftly examines pricing, value, customers' purchasing cycles, positioning and targeting to create repeat purchasers. . . . Readers will profit from the arsenal of tools Griffin provides.\"\u003cbr\u003e —\u003cb\u003e\u003ci\u003ePublishers Weekly\u003c\/i\u003e\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"Business only has two jobs: (1) getting new customers and (2) keeping the old ones, and sometimes winning them back. Let the brilliance of my friend Jill's book help you to maximize, optimize, and fully realize your opportunities here.\"\u003cbr\u003e —\u003cb\u003eMark Victor Hansen\u003c\/b\u003e, coauthor, \u003ci\u003eChicken Soup for the Soul\u003c\/i\u003e Series, #1 \u003ci\u003eNew York Times\u003c\/i\u003e best-seller  \u003c\/p\u003e\u003cp\u003e\"Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers.\"\u003cbr\u003e —\u003cb\u003e\u003ci\u003eQuality Digest\u003c\/i\u003e\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"Jill Griffin 'wrote the book' on loyalty tactics with \u003ci\u003eCustomer Loyalty: How to Earn It, How to Keep It\u003c\/i\u003e, now in its second edition.\"\u003cbr\u003e —\u003cb\u003eLarry Chase's Web Digest for Marketers\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"Ms. Griffin deals with a complex subject and comes to a logical conclusion: Loyalty begins and continues with continually satisfied customers.\"\u003cbr\u003e —\u003cb\u003eJ. D. Power III\u003c\/b\u003e, J. D. Power and Associates  \u003c\/p\u003e\u003cp\u003e\"Customers become loyal advocates to a business one purchase experience at a time. \u003ci\u003eCustomer Loyalty\u003c\/i\u003e clearly outlines the seven steps of a customer affinity and shows how companies can embrace these strategies to build a loyal clientele. These strategies work for any product or service and for any company large or small.\"\u003cbr\u003e —\u003cb\u003eBeth Summers\u003c\/b\u003e, vice president, executive and organizational development, Dell Computer Corporation   \"In this revised edition, author Jill Griffin gives practical advice on garnering loyalty from customers. She explains that oftentimes \"more thought and preparation goes into how to get the telephone to ring (strategy), than what to do once it rings (execution and implementation).\" Chapters are based on key points, including turning first-time buyers into repeat customers, preventing customer loss, and recovering from customer loss. Each chapter offers steps to follow, a succinct summary of main points, and ready-to-use tools for getting started. \u003ci\u003eCustomer Loyalty\u003c\/i\u003e is a comprehensive resource for businesspeople who are looking to improve customer service and satisfaction.\" --Source: Harvard Business School \"Working Knowledge\" List of Recommended Books  \u003c\/p\u003e\u003cp\u003e\"Griffin deftly examines pricing, value, customers' purchasing cycles, positioning and targeting to create repeat purchasers . . . . Readers will profit from the arsenal of tools Griffin provides.\"\u003cbr\u003e — \u003ci\u003ePublishers Weekly\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Griffin has written a practical guide for planning strategies to assure customer loyalty. She uses actual examples to describe whom a company should target, how to find qualified prospects, and how to turn customers into company advocates.\"\u003cbr\u003e — \u003ci\u003eLibrary Journal\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers.\"\u003cbr\u003e — \u003ci\u003eQuality Digest\u003c\/i\u003e\u003c\/p\u003e \u003cp\u003e\"Jill Griffin 'wrote the book' on loyalty tactics with \u003ci\u003eCustomer Loyalty: How to Earn It, How to Keep It\u003c\/i\u003e, now in its second edition.\"\u003cbr\u003e — Larry Chase's Web Digest for Marketers\u003c\/p\u003e \u003cp\u003e\"Ms. Griffin deals with a complex subject and comes to a logical conclusion: Loyalty begins and continues with continually satisfied customers.\"\u003cbr\u003e — J. D. Power III, J. D. Power and Associates\u003c\/p\u003e \u003cp\u003e\"Customers become loyal advocates to a business one purchase experience at a time. \u003ci\u003eCustomer Loyalty\u003c\/i\u003e clearly outlines the seven steps of a customer affinity and shows how companies can embrace these strategies to build a loyal clientele. These strategies work for any product or service and for any company large or small.\"\u003cbr\u003e — Beth Summers, vice president, executive and organizational development, Dell Computer Corporation\u003c\/p\u003e \u003cp\u003e\"Jill 'gets it.' So can you. You don't need a consultant or a new management team. Read Jill's book and execute. Then you will 'get it.'\"\u003cbr\u003e — Red McCombs, chairman, McCombs Enterprises, owner, Minnesota Vikings, and cofounder, Clear Channel Communications\u003c\/p\u003e \u003cp\u003e\"Business only has two jobs: (1) getting new customers and (2) keeping the old ones, and sometimes winning them back. Let the brillance of my friend Jill's book help you to maximize, optimize, and fully realize your opportunities here.\" --Mark Victor Hansen, coauthor, Chicken Soup for the Soul Series, #1 New York Times best-seller\u003c\/p\u003e \u003cp\u003e\"Sales people will find Griffin's book interesting, practical, and profitable.\"-- American Marketing Association\u003c\/p\u003e","brand":"Jossey-Bass","offers":[{"title":"Default Title","offer_id":47989016723685,"sku":"NP9780787963880","price":22.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780787963880.jpg?v=1761782449","url":"https:\/\/k12savings.com\/products\/customer-loyalty-isbn-9780787963880","provider":"K12savings","version":"1.0","type":"link"}