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The Saturn Difference: Creating Customer Loyalty in Your Company ebook

by Vicki Lenz


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Have you been Saturnized? Many people can make that claim thanks to the company's renowned style of conducting business, which keeps their customers enthusiastic and coming back to purchase again and again

Have you been Saturnized? Many people can make that claim thanks to the company's renowned style of conducting business, which keeps their customers enthusiastic and coming back to purchase again and again. In an industry where the average customer loyalty rate hovers around 44 percent, Saturn excels at close to 60 percent-a tremendous accomplishment for a company to achieve in only eight years.

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Customer loyalty remains as slippery as ever for most companies . This book is all about the winning of loyal customers and the resulting profits Customer Emotion Marketing is the next wave, and this book leads the wa. ­­ Frederick Newell, Author, loyalty.

Customer loyalty remains as slippery as ever for most companies despite vast sums spent on ambitious loyalty programs, relationship management schemes, and one-to-one marketing initiatives. Desperate for an answer to the loyalty conundrum, many leading firms have turned to Hallmark. This book is all about the winning of loyal customers and the resulting profits. ­ Edward Spiegel, Associate Professor of Direct Marketing, Northwestern University. Customer Emotion Marketing is the next wave, and this book leads the wa. com: Customer Relationship Management in the New Era of Internet Marketing.

The Saturn Difference by Vicki Lenz John Wiley, 274 pages. The answers to both questions will be found in helpful detail in this book. Saturn didn't hesitate. Talk with Saturn owners, and chances are you'll hear words of praise. And, yes, if you take a ride with Saturn's methods, you will be on the road to success. Here's one example of those methods: Saturn had a true test of its customer relations in 1998 when, faced with stiff competition, it had to roll back prices. A few of the many ideas in this book: Make customers feel welcome, as you would if they came to your house for dinner.

The Saturn Difference: Creating Customers Loyalty in Your Company

The Saturn Difference: Creating Customers Loyalty in Your Company. In an industry where the average customer loyalty rate hovers around 44 percent.

Marketing expert Vicki Lenz explores how Saturn built its exceptional customer service reputation, using their successful methods as a role . What a magnificent book! What a great example is the story of Saturn

Marketing expert Vicki Lenz explores how Saturn built its exceptional customer service reputation, using their successful methods as a role model to demonstrate how any company can create positive relationships with their customers, fulfill their. What a magnificent book! What a great example is the story of Saturn. It proves what we all know, but what so few do - that a genuine love of a product with a genuine care for a customer is the certain way to succeed in business. I'll take 200 copies please for all our real estate offices! A mmust read for anyone in business. Published by Thriftbooks. com User, 20 years ago.

Loyalty marketing is an approach to marketing, based on strategic management, in which a company focuses on growing and retaining existing customers through incentives. Branding, product marketing, and loyalty marketing all form part of the customer proposition – the subjective assessment by the customer of whether to purchase a brand or not based on the integrated combination of the value they receive from each of these marketing disciplines.

Unfortunately, customer satisfaction does not lead to customer loyalty . Cost associated with creating loyal customers are minimal compared to the cost of marketing and advertising to reach new customers. Loyal customers cost less to support, allow companies to take more profit, and are their greatest source of referral business. Unhappy customers will tell ten people yet a happy, satisfied one will tell only five, the impact on the bottom line becomes very measurable, very real and very powerful (Larsen, 1997, p. 1).

Many people across the country claim they have been "Saturnized," thanks to the company's renowned style of conducting business that keeps their customers happy and coming back to purchase again and again. Marketing expert Vicki Lenz explores how Saturn built its exceptional customer service reputation, using their successful methods as a role model to demonstrate how any company can create positive relationships with their customers, fulfill their needs, and turn one-time buyers into repeat-purchasing, loyal clients. Lenz, a satisfied Saturn customer, focuses on why Saturn buyers are so loyal, letting the reader hear directly from the customers themselves and extrapolating lessons from their feedback that are useful in any industry. She covers the steps companies can take to gain customer loyalty, including how to create interest, how to help customers feel welcome, how to solve problems, and how to communicate after the sale. In the spirit of The Nordstrom Way, Lenz offers managers, owners, and entrepreneurs alike sound advice that will show them how to stay ahead in the all-important race to catch, and keep, the customer.
RED
GOOD!
Fenrinos
What a magnificent book! What a great example is the story of Saturn. It proves what we all know, but what so few do - that a genuine love of a product with a genuine care for a customer is the certain way to succeed in business. I'll take 200 copies please for all our real estate offices!
Shazel
This book gives valuable insight in how to retain customers. It goes way beyond customer satisfaction and brings us back to the simple values that make businesses truly successful.
The Saturn Difference: Creating Customer Loyalty in Your Company ebook
Author:
Vicki Lenz
Category:
Management & Leadership
Subcat:
EPUB size:
1121 kb
FB2 size:
1322 kb
DJVU size:
1552 kb
Language:
Publisher:
Wiley; 1 edition (February 8, 1999)
Pages:
274 pages
Rating:
4.8
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