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The Butterfly Customer: Capturing the Loyalty of Today's Elusive Consumer

The Butterfly Customer: Capturing the Loyalty of Today's Elusive Consumer (Hardback)

£17.99
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Synopsis

But the very survival of your business depends on having a base of faithful and constant customers. So, how do you attract these elusive creatures to your business and, more importantly, how do you keep them coming back without having to lower your profits in providing spectacular and expensive feats of service? The Butterfly Customer: shows how to provide a predictable, consistent service experience for your customers that will build their trust and loyalty - and make you money; provides a proven process - the "3-D Audit" - to evaluate the consistency between what you promise to your customers and what you actually deliver; features examples of actual companies and what they are doing to capture customers' loyalty; and gives practical advice that any business can use, regardless of size or industry sector.

BusinessBusiness & managementSales & marketingMarket research Publisher: John Wiley and Sons Ltd Publication Date: 31/03/1997 ISBN-13: 9780471641971  Details: Type: Hardback Format: Books
Availability: Unavailable. No reason given.  

Joan A. Pajunen With over two decades of experience in several executive-level retailing positions and in consulting to the service sector, Joan Pajunen has pioneered concepts that have become the bread-and-butter strategies of today's retail industry. Her understanding of new retailing concepts and her ability to forecast industry trends and patterns have made her a popular media source and a well-known figure on the international speaking circuit. Pajunen is a Partner and Managing Director of Service Dimensions, currently sits on the board of Workbench, a major U.S. retailer, and is an active committee member of the Retail Council of Canada. Susan M. O'Dell Susan O'Dell is an internationally known consultant and speaker on retail and service industry trends, specializing in marketing, customer service, and employee relations. As a Partner in Service Dimensions, her ability to translate how consumer behaviour and the use of technology affect business has helped hundreds of major retailers, shopping centres, and other service-oriented industries adapt to the changing business climate. O'Dell is often quoted in the media, sits on the Retail Advisory Board of Ryerson Polytechnic University, and has been a featured speaker at major industry conferences in North America and Europe.

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