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Focusing on Your Customer

Author: Harvard Business School Press
Binding: Paperback
Pages: 112
Pub Date: 01/11/2010
ISBN: 9781422129753
Availability: In stock
Quick overview Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. This book teaches you how to understand the service-profit chain and the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability.
£6.49
£5.84
Product description

Closing individual sales, in most businesses, is not enough for success. Success depends on developing profitable lifetime relationships with customers. But gaining customer loyalty requires hard work, care, and attentiveness. In this book, you'll learn to assess the lifetime value of a customer, and why it makes sense to build loyalty among your target customers. You'll also learn to: - Understand the service-profit chain - Leverage the interrelationships among customer satisfaction, customer loyalty, employee capability, and company profitability - Build and refine a process for delivering extraordinary value to your customers

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