Customer retention : an integrated process for keeping your best customers /
What are you doing to build customer retention for your company? Customers have specific needs and priorities. While satisfaction provides an initial focus for companies pursuing a quality initiative, customer retention represents a dramatically more cost-effective, profitable, and quality-centered...
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| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis. :
ASQC Quality Press,
[1995]
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| Subjects: |
MARC
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| 050 | 0 | 0 | |a HF5415.32 |b .L69 1995 |
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| 100 | 1 | |a Lowenstein, Michael W., |d 1942- |0 n 94113987 | |
| 245 | 1 | 0 | |a Customer retention : |b an integrated process for keeping your best customers / |c Michael W. Lowenstein. |
| 264 | 1 | |a Milwaukee, Wis. : |b ASQC Quality Press, |c [1995] | |
| 264 | 4 | |c ©1995 | |
| 300 | |a xxi, 179 pages : |b illustrations ; |c 24 cm | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a unmediated |b n |2 rdamedia | ||
| 338 | |a volume |b nc |2 rdacarrier | ||
| 340 | |p illustration |2 rdaill | ||
| 504 | |a Includes bibliographical references (pages 165-171) and index. | ||
| 505 | 0 | 0 | |g 1. |t The Myth of Customer Satisfaction -- |g 2. |t Customer Satisfaction vs. Customer Retention -- |g 3. |t The Six Failures and Five Cures of Customer Product and Service Performance Measurement -- |g 4. |t Evaluating Latent and Registered Complaints -- |g 5. |t Identifying Customer Needs, Expectations, and Problems and Gauging Their Impact -- |g 6. |t Customer-Provider Gaps -- |g 7. |t What Is the Competition Doing? -- |g 8. |t Planning for Research, Developing Research Instruments, and Meaningfully Reporting Customer Service Research Results -- |g 9. |t Customer Retention Modeling -- |g 10. |t Effectively Deploying Customer Data Throughout the Organization -- |g 11. |t Kaizen and the Japanese Approach to Customer Retention: Lessons for U.S. Business -- |g 12. |t Customer Retention and Its Role in Total Quality and the Continuous Improvement Process. |
| 520 | |a What are you doing to build customer retention for your company? Customers have specific needs and priorities. While satisfaction provides an initial focus for companies pursuing a quality initiative, customer retention represents a dramatically more cost-effective, profitable, and quality-centered set of activities. This book helps you learn 'why,' and more importantly, 'how' to keep customers within your business. "Customer Retention" introduces you to the results that can be attained by creating aggressive and on-going customer retention practices. This results-focused book is packed with material that will tell you ways to create a customer loyalty and partnership mindset that yields a stronger, more pliant culture, higher levels of quality, and an attractive bottom line for your company. Company retention isn't a new paradigm, just a better one. -- From publisher's description. | ||
| 650 | 0 | |a Consumer satisfaction. |0 sh 85031490 | |
| 650 | 0 | |a Customer relations. |0 sh 85034963 | |
| 650 | 0 | |a Customer services. |0 sh 85034965 | |
| 776 | 0 | 8 | |i Online version: |a Lowenstein, Michael W., 1942- |t Customer retention. |d Milwaukee, Wis. : ASQC Quality Press, ©1995 |w (OCoLC)676864039 |
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