Customer Loyalty: How to Earn It, How to Keep It

Author: Jill Griffin
Bass: 2002

  1. Customer Loyalty: The Way to Many Happy Returns
  2. A Closer Look at Loyalty
  3. Growing a Loyal Customer: The Seven Key Stages
  4. Turning Suspects into Qualified Prospects
  5. Turning Qualified Prospects into First-Time Buyers
  6. Turning First-Time Buyers into Repeat Customers
  7. Turning Repeat Customers into Loyal Clients
  8. Turning Loyal Clients into Advocates
  9. Customer Loss: How to Prevent It and What to Do When It Strikes
  10. How to Develop a Loyalty-Driven Culture