Loyalty Marketing for the Internet Age: How to Identify, Attract, Serve, and Retain Customers in an E-Commerce Environment [Paperback]

Kathleen Sindell (Author)

Book Description

Publication Date: January 2000

Companies cannot afford to give their customers away. But according to e-commerce experts, 70% of all e-transactions never go through due to customer frustration

As the explosive ECRM (Electronic Customer Relationship Management) methodology comes into its own, every business dealing with customers electronically is learning that no matter what size the business, retaining customers is the key to long-term financial success. By bringing together marketing, sales, service, and other divisions with state-of-the-art electronic customer relationship management tools, companies are able to learn about their customers' behavior and customize their products or services to meet each and every customer's unique requirements. They will be able to reduce the cost of sales while simultaneously increasing customer loyalty.

By following the best practices of web-based customer communications strategies, developing a business process devoted to customer loyalty, and putting the necessary infrastructure in place, companies will be able to:

*leverage the Internet to increase customer loyalty and increase profits
*identify the best and most appropriate customer relationship marketing practices
*attract the most loyal prospects and customers
*serve customers via multiple levels of interaction, contact, and dialogue-building,
*simplify interactions in order to increase loyalty
*retain the most profitable customers by anticipating and meeting their specific and unique needs

Editorial Reviews

Review

...a savvy, smart, and strategic plan for any company that intends to compete in the Information Age. -- Tom Murphy, author of Web Rules: How the Internet Is Changing the Way Consumers Make Choices, and Vice President for Product Development at infoUSA.com

A basic course in the elements of loyalty marketing interpreted for e-business managers. -- The Business Reader Review, October 2000

Insightful, well organized, and easy to read ... a detailed roadmap for navigating the complex issues of building a customer-centric e-business... -- David B. Fowler, Vice President, Marketing, Kana Communications Inc.

This comprehensive guide to the sometimes confusing subject of eCRM provides clear instructions, success stories and action steps. -- Melissa Campanelli, Entrepreneur Magazine, January 2001

From the Publisher

Customer Loyalty Is Often the Difference between Success and Failure for a Business.

Loyalty Marketing for the Internet Age provides specific, easy-to-follow directions to assist you in gaining customer loyalty by creating and implementing cost-effective strategies to strengthen the bonds of customer loyalty in the e-commerce environment. Loyalty Marketing for the Internet Age includes, among others, these user-friendly tools to take advantage of the online revolution:

* Practical checklists, hands-on activities, and action plans
* Success stories that illustrate the best practices
* A thorough glossary to help you wade through the techno-speak
* An exhaustive “Software Solutions” section that identifies the right computer applications for the right tasks

See all Editorial Reviews

Product Details

• Paperback: 345 pages
• Publisher: Dearborn Trade (January 2000)
• Language: English
• ISBN-10: 0793140331
• ISBN-13: 978-0793140336
• Product Dimensions: 8.9 x 7.3 x 0.8 inches
• Shipping Weight: 1.3 pounds
• Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon Best Sellers Rank: #1,499,403 in Books (See Top 100 in Books)

More About the Author

Kathleen Sindell, Ph.D. has over 20 years of success providing financial analysis and personal financial advice to businesses and individuals to assist them with their investment activities and financial decision-making. She is a registered investment advisor, and certified to teach Business and Industrial Management, Banking and Finance by the California Board of Governors. For over four years she managed the Financial Management and Real Estate programs and faculty at the University of Maryland, UMUC Graduate School of Management & Technology.. For 14 years Kathleen Sindell has been an adjunct faculty member of the Johns Hopkins Carey Business School, where she teaches corporate finance, personal investing and personal wealth management. Sindell is the author of numerous academic, popular, and professional articles, Web sites and books, including the bestselling book, "Investing Online for Dummies, Eds. 1-5" (listed for two consecutive years on the Wall Street Journal's Bestselling Business Book List). Sindell is regularly tapped as an expert on ABC World News, CNNfn, The Nightly Business Report, and at popular online and print outlets. Kathleen Sindell holds a Ph.D. in management & administration and an MBA in Finance. At the request of Irwin Professional Publishing, she converted her dissertation, titled "A Risk Management Approach for Financial Institutions Holding Construction Loans" to a 520 page book titled, "The Handbook of Real Estate Lending".

Customer Reviews

Most Helpful Customer Reviews

6 of 6 people found the following review helpful:

5.0 out of 5 stars Best book on eLoyalty/eCRM I've read, March 21, 2001

By A Customer

Amazon Verified Purchase

This review is from: Loyalty Marketing for the Internet Age: How to Identify, Attract, Serve, and Retain Customers in an E-Commerce Environment (Paperback)

As an Internet consultant specializing in the field of eCRM, I've had to stay ahead of my clients by reading the latest, greatest books on the subject. This one stands out. It includes financial models to help you monetize the benefits of customer loyalty, extremely helpful "action plans" after each section and up to date case studies. This is a must read for anyone trying to sell, plan and execute an eCRM initiative.

6 of 6 people found the following review helpful:

5.0 out of 5 stars Practical Approach to building Customer Loyalty, June 4, 2001

By 

Scott Martin (Calgary, Canada) - See all my reviews

This review is from: Loyalty Marketing for the Internet Age: How to Identify, Attract, Serve, and Retain Customers in an E-Commerce Environment (Paperback)

Formulating a Loyalty Marketing strategy can be a challenge-further implementing your strategy can be a much greater challenge. Kathleen, has established a clear approach to blending strategy with implementation which is practical and useful. Executives who are struggling to identify which book is a blueprint toward 'Attracting,Serving, and Retaining Customers' have in my view one of the key books which is not fluffy and gets right to the heart of it.

Specifically- she has enlightened me to identify that not all loyalty is the same, and as a marketer-you must understand that different customers are loyal for different reasons and under different conditions.

One only needs to see my personal copy of this book to know that it has been poured over...covered in notes, highlights, stickynotes and folds- a true sign of a great book. (In my view)

2 of 2 people found the following review helpful:

5.0 out of 5 stars This book is great, July 17, 2002

By 

C. Behlivan "meetpreneur" (Minnesota) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: Loyalty Marketing for the Internet Age: How to Identify, Attract, Serve, and Retain Customers in an E-Commerce Environment (Paperback)

Last 2 months I read 20 books about e-marketing issues and this book is the most structured and easy to read book i have ever read. They give visual examples and this makes the understanding more easy... If you want to please your customers please yourself with this book...