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Info autore
Keki R. Bhote
is the President of Keki R. Bhote Associates, a company specialising in Quality and Productivity Improvement. He has consulted with over 300 companies all over the world, ranging from diverse manufacturing and service industries to universities and governments. He has retired from Motorola, where he was Senior Corporate Consultant on Quality and Productivity Improvement. He played a key role in Motorola winning the prestigious Malcom Balridge National Quality Award - the first company to win the honor as a total corporation - and in launching its renowned Six Sigma process for continuous quality improvement. He is still a Consultant Emeritus with Motorola.
Part 3 has been adapted from The Company AuditGuide published by Cambridge Strategy Publications Ltd.
Part 4 has been developed by Cambridge Strategy Publications Ltd.
Riassunto
It is widely recognised that not all customers are equal, and that 80% of an organisation's profits can come from 20% of its customers. Yet many companies are still unaware of who these customers are and therefore fail to recognise the importance of their loyalty to their business.
This audit shows you how to plan and implement a customer loyalty audit in a straightforward and practical manner. It provides you with a framework that addresses some of the logistical and process requirements of conducting a customer loyalty audit, it describes:
- How customer satisfaction can achieve true competitive advantage
- The importance of achieving lifelong customer retention
- How to differentiate between various groups of customers and focus on core customers
- The principles of customer loyalty
- The steps needed to attain and maintain customer loyalty
