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Customer Retention : An Integrated Process for Keeping Your Best Customers [Hardcover]

Michael W. Lowenstein (Author)

5.0 out of 5 stars See all reviews (2 customer reviews) |

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Book Description

Publication Date: March 1995

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Product Details

Hardcover: 250 pages
Publisher: Irwin Professional Pub; AUTOGRAPHED edition (March 1995)
Language: English
ISBN-10: 0873892577
ISBN-13: 978-0873892575
Product Dimensions: 9.3 x 6.2 x 0.9 inches
Shipping Weight: 1.2 pounds

Average Customer Review: 5.0 out of 5 stars See all reviews (2 customer reviews)

Amazon Best Sellers Rank: #1,483,293 in Books (See Top 100 in Books)

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5.0 out of 5 stars (2 customer reviews)

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10 of 15 people found the following review helpful:

5.0 out of 5 stars Customer Satisfaction Does Not Equal Customer Loyalty, April 7, 2001

Michael Lowenstein (Collingswood, New Jersey USA) - See all my reviews

This review is from: Customer Retention : An Integrated Process for Keeping Your Best Customers (Hardcover)

As the author of CUSTOMER RETENTION, my purpose in writing the book was to present the mindset, plus measurement tools and metrics, needed to create customer loyalty. Customer loyalty is built on a solid foundation of perceived value, rather than satisfaction, or even delight. Satisfaction tends to represent a passive, reactive relationship with the customer, while retention and loyalty require more proaction, closer contact, and greater anticipation of customer needs. The book makes the case for this, and shows how to bring loyalty processes into any organization for greater sales and profit.

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5 of 8 people found the following review helpful:

5.0 out of 5 stars Customer Retention, January 9, 2001

Chris Gassner (Margate, FL) - See all my reviews

This review is from: Customer Retention : An Integrated Process for Keeping Your Best Customers (Hardcover)

Customer Retention, or Loyalty, should be at the forefront of every employee's mind. This book really brings out the reality of not keeping the customer's loyalty vs. earning their loyalty and retaining their business. If you are in a position that needs to create an atmosphere of "How can we make this customer come back time and time again, without thinking of another company?" then this is the book for you.

Don't take another minute without purchasing the book. If you do, your customer base will suffer.

Chris

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