Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability (AMA Management Briefing)

It is no longer enough to concentrate on customer satisfaction; companies must graduate to customer loyalty. This Management Briefing identifies the four stages of a company's evolution toward building lasting customer loyalty, and it summarizes the key management principles that must guide the transition. The book also provides a seven-step roadmap and audit to help readers:

** increase customer retention rates and convert one-time buyers into lifelong customers
** achieve a breakthrough profit improvement by concentrating on customer loyalty
** make employee empowerment real, not just a fad or slogan.