Home > Business > Leadership > Customer Loyalty: Keeping Customers 
| | Customer Loyalty: Keeping Customers Author: Thomas O. Jones (President, Elm Square Technologies), W. Earl Sasser, Jr. (UPS Professor of Service Management, Harvard Business School), Frederick F. Reichheld (Director, Bain and Company), and more
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PUBLISHER'S SUMMARY:
These articles from Harvard Business Review address the issue of customer loyalty. Attracting a new customer costs far more than retaining an existing one. So how do you know your customer is loyal? The 3 articles in this collection address the difference between a satisfied customer and a loyal customer, how to learn from a customer who has defected to a competitor, and how to recover from a service problem - turning an angry, dissatisfied customer back into happy, loyal one. These articles originally appeared in print in Harvard Business Review and are now available in audio format exclusively through Audible.
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Page revised: Tuesday, November 30, 2004. |
