Enter your search into one or more of the boxes below:
You can refine your search by selecting from any of the options below:
The Butterfly Customer: Capturing the Loyalty of Today's Elusive Consumer

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

Unavailable. No reason given.


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.

More books by Susan M. O'Dell

More books by Joan A. Pajunen

Leave Review


Delivery Options

All delivery times quoted are the average, and cannot be guaranteed. These should be added to the availability message time, to determine when the goods will arrive. During checkout we will give you a cumulative estimated date for delivery.

Location 1st Book Each additional book Average Delivery Time
UK Second Class Available free for ALL orders. No charge for each additional book. 3-7 Days
UK First Class £4.50 £1.00 1-2 Days
UK Courier £7.00 £1.00 1-2 Days
Western Europe** Courier £17.00 £3.00 2-3 Days
Western Europe** Airmail £5.00 £1.50 4-14 Days
USA / Canada Courier £20.00 £3.00 2-4 Days
USA / Canada Airmail £7.00 £3.00 4-14 Days
Rest of World Courier £22.50 £3.00 3-6 Days
Rest of World Airmail £8.00 £3.00 7-21 Days

** Includes Austria, Belgium, Denmark, France, Germany, Greece, Iceland, Irish Republic, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden and Switzerland.

Delivery Help & FAQs

Returns Information

If you are not completely satisfied with your purchase*, you may return it to us in its original condition with in 30 days of receiving your delivery or collection notification email for a refund. Except for damaged items or delivery issues the cost of return postage is borne by the buyer. Your statutory rights are not affected.

* For Exclusions and terms on damaged or delivery issues see Returns Help & FAQs

You might also like

Innovation in Pricing: Contemporary...
Andreas Hinterhuber; Stephan M. Liozu
Consumer Behavior in Tourism and...
Arch G. Woodside; Alain Decrop; Arch...
Myanmar's Integration with the World:...
Prabir De; Ajitava Raychaudhuri
Contemporary Issues in Social Media...
Bikramjit Rishi; Subir Bandyopadhyay
Latest Blog
ZED Books: The role of the independent publisher in a content-obsessed world

Indie publisher ZED Books have a radical approach to their books and their company structure. Here, they talk to us about the role independent publishers can play in a world of ever expanding (and less than reliable) information sources.

Blog - J R Wallis on Monsters as Metaphors

J R Wallis questions the conventional view of monsters as metaphors for the worries we have about the state of the world around us.

#FoylesFive: Creative Women

Meg from the Web Team tells us why she loves to learn about creative, dynamic women.

View all Blog Entries
Show/Hide Tweets
© W&G Foyle Ltd