The customer loyalty pyramid /
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| Author / Creator: | Lowenstein, Michael W., 1942- |
|---|---|
| Imprint: | Westport, Conn : Quorum, 1997. |
| Description: | xxiii, 255 p. : ill. ; 24 cm. |
| Language: | English |
| Subject: | |
| Format: | Print Book |
| URL for this record: | http://pi.lib.uchicago.edu/1001/cat/bib/2896312 |
Table of Contents:
- 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
