Thompson, Harvey, <br/><br/>
Who stole my customer?? :  winning strategies for creating and sustaining customer loyalty / 
 Winning strategies for creating and sustaining customer loyalty 
Harvey Thompson. 
 - 1st ed. 
 - Upper Saddle River, New Jersey : 
 - xiv, 210p.  :  illustrations ;  24 cm 
<br/><br/> Includes index. 
<br/><br/>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? 
<br/><br/><label>ISBN: </label>9788129708045 (pbk.) 8129708043 (pbk.) 
<br/><br/><label>LCCN: </label>2014951564 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer loyalty.<br/>Customer relations.<br/>Consumer satisfaction.<br/>Consumer satisfaction.<br/>Customer loyalty.<br/>Customer relations.
<br/><br/><label>Dewey Class. No.: </label>658.8343  / THO