Terry’s Books


Loyalty Myths

Loyalty Myths

Loyalty Myths reveals the ugly truth about customer loyalty: almost everything businesspeople have been told about it is wrong! Most popular loyalty maxims are based on questionable data or on a faulty reading of good data. And customer loyalty doesn’t always pay the way it’s been promised. Here’s a realistic loyalty planning process validated by the authors and leading marketing scientists. Mandatory reading for anyone involved in CRM – Parsu Parasuraman, Editor of the Journal of Service Research

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Customer Delight

The Customer Delight Principle reveals how today’s leading marketers consistently retain and grow their customer bases – by moving beyond satisfaction to discover and fill each customer’s unseen yet essential needs. This book shows how dramatically increase an organization’s positive customer experiences, driving customers to new levels of repeat purchasing and loyalty. Does a great job providing methods to take advantage of the opportunities associated with enhanced customer loyalty – Gary Loveman, CEO and Chairman, Harrah’s Entertainment, Inc.

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The Customer Delight Principle

Customer Satisfaction Measurement Simplified

Customer Satisfaction Measurement Simplified

Recent changes to the ISO 9001:2000 international standard require organizations to measure customer satisfaction. Customer Satisfaction Measurement Simplified is the first book to assist in meeting this requirement. Using graphics, charts and examples with real data drawn from the author’s own experiences, the book guides the process of implementing a CSM process.

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Improving Your Measurement of Customer Satisfaction

Written to answer almost every issue faced by the customer satisfaction professional, Improving Your Measurement of Customer Satisfaction helps improve the structure and content of satisfaction programs. It provides the rationale, identifies specific opportunities and suggests distinct programs to improve the value of a CSM initiative. Whether you’re just beginning or have a well established CSM process this book is a perfect reference guide – John McLaughlin, Toyota Motor Sales USA

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Improving Your Measurement of Customer Satisfaction

Aftermarketing

Aftermarketing

One of the first CRM books. Aftermarketing offers a theory-based yet pragmatic plan for building an effective customer retention program. The book unites database development, satisfaction research, customer service and direct marketing showing how to combine them to strengthen relationships with customers. Easy to read and educational, must read material – Horst Schulze, past president, Ritz-Carlton Hotels

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