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The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful organizations from others. Lowenstein develops concepts and approaches that enable company executives, managers, and staff to create a dynamic, proactive corporate commitment to customer advocacy and loyalty.
Moving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty.The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid^DSM to form the basis of this new, invaluable work. The concepts are innovative, and the applications are real-world.
Sommario
Preface: Being First Among Equals
Introduction
A New Paradigm for American Business: The Concept of the Customer Loyalty PyramidSM
Developing a Customer Retention Culture and Infrastructure: The Seven S Framework
Customer Loyalty: Strategy
Customer Loyalty: Structure
Customer Loyalty: Systems
Customer Loyalty: Staff
Customer Loyalty: Style
Customer Loyalty: Skills
Customer Loyalty: Shared Values/Superordinate Goals
Sustaining the Focus: Building in Constancy of Purpose and Process
What the Future Holds: Building from the Blueprint of the Customer Loyalty PyramidSM
Epilogue
Bibliography
Index
Info autore
MICHAEL W. LOWENSTEIN is Managing Director of Customer Retention Associates, Upper Darby, PA an organization that helps clients optimize customer loyalty and value. He has over 30 years of experience in service performance evaluation, strategic marketing and planning, sales, operations, staff training, culture analysis, and total quality assessment. He is author of Customer Retention: An Integrated Process for Keeping Your Best Customers (1995) and numerous articles on related subjects. He is a frequent speaker on customer loyalty topics to corporations and to business and professional associations.
