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Harvard Business Review on Increasing Customer Loyalty

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How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get more people to recommend you - Boost customer satisfaction by satisfying your employees - Focus on profitable customers--whether they're loyal or not - Invest in the right CRM technology for your business - Mine customer data for more effective marketing - Increase your customers' lifetime value


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How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: - Turn angry customers into loyal advocates - Get more people to recommend you - Boost customer satisfaction by satisfying your employees - Focus on profitable customers--whether they're loyal or not - Invest in the right CRM technology for your business - Mine customer data for more effective marketing - Increase your customers' lifetime value

30 review for Harvard Business Review on Increasing Customer Loyalty

  1. 5 out of 5

    Hannamari

    A versatile collection of HBR articles on loyalty through the tears. This covered topics like delighting vs. quick problem-solving, different KPIs (CES, NPS, CSAT), service-profit chain, segmentation and focus, CRM and harnessing customer data, learnings from behavioural science and redesigning service interfaces (human vs. machine). Some examples have aged and technology has progressed, but the principles in these articles are still relevant today. Each article includes some really good insight. A versatile collection of HBR articles on loyalty through the tears. This covered topics like delighting vs. quick problem-solving, different KPIs (CES, NPS, CSAT), service-profit chain, segmentation and focus, CRM and harnessing customer data, learnings from behavioural science and redesigning service interfaces (human vs. machine). Some examples have aged and technology has progressed, but the principles in these articles are still relevant today. Each article includes some really good insight. Some key pointers I found particularly interesting: - Loyalty is born out service encounters, and quick problem solving is more important for loyalty than delighting the customer. - Accordingly, CES is a better predictor of loyalty than The likes of NPS or CSAT. - Loyalty alone is not a good predictor of profitability, and customer segmentation should not be based solely on RFM. - To improve ROI, CRM and customer data efforts should focus on strategic areas with pain points where ”perfect” data is useful. Data should not be collected everywhere just for data hoarding reasons.

  2. 4 out of 5

    Anders Gustafson

    I would've given it a 5, except the chapter with the title that most excited me ("Diamonds in the Data Mine") was essentially 30 pages about the fact that data contains useful information. Thanks genius. I would've given it a 5, except the chapter with the title that most excited me ("Diamonds in the Data Mine") was essentially 30 pages about the fact that data contains useful information. Thanks genius.

  3. 5 out of 5

    Julietta

  4. 5 out of 5

    Flavia Cornedi Janini

  5. 5 out of 5

    Sean Cramer

  6. 4 out of 5

    Robert

  7. 5 out of 5

    John

  8. 4 out of 5

    Joshua LeDuff

  9. 5 out of 5

    Ellen

  10. 5 out of 5

    Matt Gallagher

  11. 5 out of 5

    Ankit

  12. 4 out of 5

    Karin Riisman

  13. 4 out of 5

    Daniel Coelho

  14. 4 out of 5

    Samantha

  15. 5 out of 5

    Samantha

  16. 4 out of 5

    Roxane Matsuda

  17. 4 out of 5

    Carrie

  18. 4 out of 5

    Jenn

  19. 4 out of 5

    Ituriel Liebes

  20. 4 out of 5

    Simonas

  21. 4 out of 5

    rene carvajal

  22. 4 out of 5

    Steve Smith

  23. 5 out of 5

    Alan Sim

  24. 4 out of 5

    Skye

  25. 5 out of 5

    Evelyne

  26. 5 out of 5

    Aida

  27. 5 out of 5

    irfan bekleyen

  28. 4 out of 5

    Georgi

  29. 5 out of 5

    Ivaylo Yorgov

  30. 5 out of 5

    Michael Davis

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