Jill’s Customer Loyalty model is proven, but this edition will go a little deeper–she will look at B2B examples in order and help suppliers shore up loyalty in their distribution chain and she also discusses the increase in loyalty when companies use multiple channels of distribution (i.e. online and in-store). The new edition includes: A new Introduction that will be rewritten to address the book’s publishing milestones since its initial release in 1995 (# of printing, different languages, etc.) , the ways the book has been used by readers, and some highlights about how the pursuit of customer loyalty has changed since 1995 Revisions to existing chapters to emphasize the theme of maximizing the customer lifecycle Updated statistics and examples (such as 3M, Kmart, Earthlink, WellsFargo, and Cisco) Discussion of new technology tools like email, intranet, automated call centers, Internet, etc. Action Steps at the end of each chapter An Epilogue with Jill’s “Ten Laws of Loyalty”
Book Details:
- Author: Jill Griffin
- ISBN: 9780470309780
- Year Published: 2002
- Pages: 272
- BISAC: BUS018000, BUSINESS & ECONOMICS/Customer Relations
About the Book and Topic:
Jill’s Customer Loyalty model is proven, but this edition will go a little deeper–she will look at B2B examples in order and help suppliers shore up loyalty in their distribution chain and she also discusses the increase in loyalty when companies use multiple channels of distribution (i.e. online and in-store). The new edition includes: A new Introduction that will be rewritten to address the book’s publishing milestones since its initial release in 1995 (# of printing, different languages, etc.) , the ways the book has been used by readers, and some highlights about how the pursuit of customer loyalty has changed since 1995 Revisions to existing chapters to emphasize the theme of maximizing the customer lifecycle Updated statistics and examples (such as 3M, Kmart, Earthlink, WellsFargo, and Cisco) Discussion of new technology tools like email, intranet, automated call centers, Internet, etc. Action Steps at the end of each chapter An Epilogue with Jill’s “Ten Laws of Loyalty”
This thoroughly revised edition of the best-selling Customer Loyalty includes a new introduction, new examples from corporations such as 3M, Kmart, Earthlink, WellsFargo, and Cisco and includes actions steps at the end of each chapter. * Offers a discussion of new technology tools like email, intranet, automated call centers, Internet, online newsletters, and more. * The book’s revised chapters emphasize the theme of maximizing the customer lifecycle and include action steps at the end of each chapter. * New epilogue offers the author’s “Twelve Laws of Loyalty.”
About the Author
Jill Griffin 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 Customer WinBack (Jossey-Bass), deemed one of the thirty best business books of 2002 by Soundview Executive Book Summaries.