Search Results: 'measuring customer loyalty'

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7 results for "measuring customer loyalty"
Customer Loyalty: Cost vs. Benefits - A Quantitative Approach By Richard Malekian
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The goal of this course is to give the course participant a firm understanding of what customer loyalty is, and how to quantify the cost and benefits associated with customer loyalty in order to... More > create shareholder value. As you go through the course, we will discuss how customer loyalty can be enhanced and how to properly measure the quantitative value of a customer. We will describe how to evaluate initiatives that seek to maximize customer loyalty, and finally, we will discuss how to create an incentive compensation plan that will reward the economic value attained through the adoption of a customer-centric program of operations.< Less
Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC By Farrukh Khan
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This thesis presents a study of Customer Relationship Management (CRM) and customer loyalty at one of the world’s premier global banking organisations, the Hongkong and Shanghai Banking... More > Corporation (HSBC) from a customer perspective. It is impossible to overemphasise the importance of CRM and customer loyalty in banking because a bank depends on the funds maintained by its customers to do business, take risks and to deliver. However, a global bank, like the HSBC, has millions of customers who indulge in billions of transactions, making technology vital for banking operations and CRM. A literature review together with a customer survey present insights into the customer loyalty, customer satisfaction measures and CRM in banking. However, it is possible to conclude that the human element is likely to the most important for success in any banking organisation.< Less
Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC By Farrukh Khan
Paperback: $80.00
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This thesis presents a study of Customer Relationship Management (CRM) and customer loyalty at one of the world’s premier global banking organisations, the Hongkong and Shanghai Banking... More > Corporation (HSBC) from a customer perspective. It is impossible to overemphasise the importance of CRM and customer loyalty in banking because a bank depends on the funds maintained by its customers to do business, take risks and to deliver. However, a global bank, like the HSBC, has millions of customers who indulge in billions of transactions, making technology vital for banking operations and CRM. A literature review together with a customer survey present insights into the customer loyalty, customer satisfaction measures and CRM in banking. However, it is possible to conclude that the human element is likely to the most important for success in any banking organisation.< Less
Establishing Loyal Customers By R Shelby
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customer loyalty is the single most important element to retain within a business relationship. A lot of positive elements can be derived from a well established loyal customer base.
Triple Customer Complaints By James G. Shaw
Paperback: List Price: $22.60 $13.56 | You Save: 40%
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A customer who complains is saying, “If only you will correct the situation, I will continue doing business with you.” Seeing our organizations as our customers do is critical to... More > achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers’ shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization’s processes to ensure that the customer’s point of view is primary.< Less
Triple Customer Complaints By James G. Shaw
Hardcover: List Price: $39.60 $23.76 | You Save: 40%
Ships in 6-8 business days.
(2 Ratings)
A customer who complains is saying, “If only you will correct the situation, I will continue doing business with you.” Seeing our organizations as our customers do is critical to... More > achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers’ shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization’s processes to ensure that the customer’s point of view is primary.< Less
7 Steps to Customer Experience Domination By Robert Howard
eBook (PDF): $24.95
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Today, businesses everywhere are finding it increasingly difficult to compete on price, product, promotion, or placement. To break the cycle, successful companies are learning how to compete on... More > customer experience in order to break way from the pack and realize significant returns. Now, you too can develop an emotional connection with your customers and experience the results through improved loyalty, increased wallet share, stronger advocacy, and higher revenue and profits. In 7 Steps to Customer Experience Domination, you will learn how to differentiate your business with a unique customer experience in 7 simple steps. Learn how to develop a compelling strategy, how to translate ideas into action, and how to look for customer experience opportunities in your business. Discover new methods for improving and measuring your overall customer experience. Let the customer experience domination begin!< Less