TY  - BOOK
AU  - Thompson,Harvey
TI  - Who stole my customer??: winning strategies for creating and sustaining customer loyalty 
SN  - 9788129708045 (pbk.)
U1  - 658.8343 23
PY  - 2015///
CY  - Upper Saddle River, New Jersey
PB  - Peaeson Education
KW  - Customer loyalty
KW  - Customer relations
KW  - Consumer satisfaction
KW  - fast
N1  - 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?
ER  -