The Complete Idiot's Guide to Winning Customer Loyalty

Essential reading that offers business managers a strategic plan to attract new customers and secure the business of existing ones. Readers will learn important ways of achieving customer loyalty, from developing a customer-driven culture and establishing customer trust to incorporating loyalty initiatives and responding to customer complaints.

• Loyalty program membership exceeded a rate of 30% between 2000 and 2003
• The top 20% of a company’s customers account for 80% of sales
• Top customers spend 50 times more than casual customers
• Frequent flier/shopper programs are more popular than ever