Creating Customer Loyalty: Build Lasting Loyalty Using Customer Experience Management

by Chris Daffy

Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers.

Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

264 pages, Paperback

Published April 30, 2019

Reviews

[Ola Adamska · Rating 4 out of 5]

Customers loyalty is the most important thing in business life. Gaining loyalty can be crucial when it comes to surviving in the wild.
Loyalty is a really complex subject and can't be taken in only one way, it's a multi-named thing that i needed for proper execution f the business.

[Triguna Saideep Chillara · Rating 5 out of 5]

The amount of value-add to the reader is immense.

[Darya · Rating 4 out of 5]

Customer loyalty is one of the key elements of any company's success. This book provides a good overview on the whole concept of this essential part of the business. It is important to keep in mind that the key pillars for creating customer's loyalty are leveraging customer's expectations, providing excellent customer experience and keeping positive customer memory management. How to achieve all those? Get the guidance in the book. I have discovered several useful frameworks and ideas for my company. I would recommend this book for anyone starting from a startup to bug company. At the end of the day, customers are the ones who keep our companies up and running. Remember, that ‘Be the best at what matters most to the customers you wish to attract and keep.’