Savitribai Phule Pune University, Pune

Jayakar Knowledge Resource Centre

Who stole my customer?? : winning strategies for creating and sustaining customer loyalty / Harvey Thompson.

By: Thompson, Harvey [author.]Material type: TextTextPublisher: Upper Saddle River, New Jersey : Peaeson Education ; .2015Copyright date: ©2015Edition: 1st edDescription: xiv, 210p. : illustrations ; 24 cmContent type: text Media type: unmediated Carrier type: volumeISBN: 9788129708045 (pbk.); 8129708043 (pbk.)Other title: Winning strategies for creating and sustaining customer loyaltySubject(s): Customer loyalty | Customer relations | Consumer satisfaction | Consumer satisfaction | Customer loyalty | Customer relationsDDC classification: 658.8343
Contents:
Part 1. The Case for Action: Customer Defection -- Ch. 1. When Prior Strengths Become Your Weaknesses -- Ch. 2. When the World Changes and You Do Not -- Ch. 3. When Customers Leave -- Part 2. Understanding Loyalty: A Pie Pan of Needs -- Ch. 4. Product versus Service Slices -- Ch. 5. Customer Segmentation and Targeting -- Part 3. Integrating Two Views: Opportunity versus Risk -- Ch. 6. Opportunity: The Customer View -- Ch. 7. Risk: The Company Culture -- Part 4. The Winning Customer Experience -- Ch. 8. What They Want: Ten Myths About Your Customers -- Ch. 9. What They Need: Solutions -- Ch. 10. The Next Strategic Leap: Company and Customer Co-Innovation -- Ch. 11. What You Must Do: Institutionalize Loyalty -- Epilogue: Who Stole My Customer?
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Holdings
Item type Current library Home library Call number Status Notes Date due Barcode Item holds
JKRC Social Science Complex
JKRC Social Science Complex
658.8343 THO (Browse shelf(Opens below)) Available EAB School-2297 EBS94
Total holds: 0

Includes index.

Part 1. The Case for Action: Customer Defection -- Ch. 1. When Prior Strengths Become Your Weaknesses -- Ch. 2. When the World Changes and You Do Not -- Ch. 3. When Customers Leave -- Part 2. Understanding Loyalty: A Pie Pan of Needs -- Ch. 4. Product versus Service Slices -- Ch. 5. Customer Segmentation and Targeting -- Part 3. Integrating Two Views: Opportunity versus Risk -- Ch. 6. Opportunity: The Customer View -- Ch. 7. Risk: The Company Culture -- Part 4. The Winning Customer Experience -- Ch. 8. What They Want: Ten Myths About Your Customers -- Ch. 9. What They Need: Solutions -- Ch. 10. The Next Strategic Leap: Company and Customer Co-Innovation -- Ch. 11. What You Must Do: Institutionalize Loyalty -- Epilogue: Who Stole My Customer?

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