Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers

The authors also provide a fail-safe method for identifying the risks inherent in your business.• Provides research-based insights into consumer behavior across a diverse series of businesses, including health care, food service, hotels, pharmaceuticals, and retail• Demonstrates that the idea of there being a linear relationship between customer satisfaction and customer loyalty is a myth• Refutes the oft-heard objection that creating highly satisfied customers is too costly by showing that highly satisfied customers are consistently 2–5 percent cheaper to serve than satisfied ones• Offers business owners and managers a proven methodology for better understanding the key aspects of a company's product and service offerings that create highly satisfied customers• Examines the organizational challenges inherent in deploying a customer loyalty initiative and discusses ways that successful companies have overcome these challenges. Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk

What most authors have not provided is the detailed roadmap (with all the possible hazards along the way) of how to get to the desired levels of customer loyalty. Higby, Former Chief Executive Officer, Apria Healthcare)"Implementation is the focus of Capturing Loyalty. They understand the organizational, cultural, and leadership challenges. Capturing Loyalty provides an invaluable map through the hazards and pitfalls of satisfaction in the pursuit of truly, enduringlyand profitablyloyal customers." (Jon R. Many authors, myself included, have focused their attenti

John A. Larson is senior partner in John Larson and Company, a firm specializing in helping clients increase their growth and profitability by improving the loyalty of the customers they serve.Bennett E. McClellan is an academic, author, executive coach, and management consultant with a global practice.