Customer Retention : An Integrated Process for Keeping Your Best Customers

by Michael W. Lowenstein

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• Format: Hardcover
• Language: English
• ISBN: 0873892577
• ISBN13: 9780873892575
• Release Date: January 1995
• Publisher: Irwin Professional Pub
• Length: 250 Pages
• Weight: 1.25 lbs.
• Dimensions: 9.5" x 0.8" x 6.5"

Customer Reviews

Customer Satisfaction Does Not Equal Customer Loyalty

As the author of CUSTOMER RETENTION, my purpose in writing the book was to present the mindset, plus measurement tools and metrics, needed to create customer loyalty. Customer loyalty is built on a solid foundation of perceived value, rather than satisfaction, or even delight. Satisfaction tends to represent a passive, reactive relationship with the customer, while retention and loyalty require more proaction, closer contact, and greater anticipation of customer needs. The book makes the case for this, and shows how to bring loyalty processes into any organization for greater sales and profit.

Customer Retention

Customer Retention, or Loyalty, should be at the forefront of every employee's mind. This book really brings out the reality of not keeping the customer's loyalty vs. earning their loyalty and retaining their business. If you are in a position that needs to create an atmosphere of "How can we make this customer come back time and time again, without thinking of another company?" then this is the book for you.Don't take another minute without purchasing the book. If you do, your customer base will suffer.Chris