Harvard Business Review on Increasing Customer Loyalty

HARVARD BUSINESS REVIEW
(Harvard Business School Press)

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About the book

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

About the author

If you need the best practices and ideas for the business challenges you face--but don't have time to find them--Harvard Business Review paperbacks are for you. Each book is a collection of HBR's inspiring and useful perspectives on a specific topic, all in one place.

Table of contents

Stop Trying to Delight Your Customers
Companies and the Customers Who Hate Them
The One Number You Need to Grow
Putting the Service-Profit Chain to Work
The Mismanagement of Customer Loyalty
CRM Done Right
Diamonds in the Data Mine
Want to Perfect Your Company's Service' Use Behavorial Science
Best Face Forward