by Lerzan Aksoy (Author), Lerzan Aksoy (Author), Terry G. Vavra (Author), Henri Wallard (Author), Timothy L. Keiningham (Author)
In "Loyalty Myths", the authors have assembled 53 of the most common beliefs about customer loyalty - all of them wrong or misconceived! Each of the beliefs in this book is debunked with real-world examples. While other books speak in platitudes; this book is the only one to validate each proposition with real data. Granted unprecedented access to customer records from a variety of multi-national corporations. Through these records, Ipsos Loyalty was able to precisely track the impact of this customer-centric construct on actual purchasing behavior. The authors' findings and conclusions will stun business leaders around the world. The lessons learned from these provide a true guide for the proper use of customer loyalty.
Format: Illustrated
Pages: 272
Edition: 1
Publisher: Wiley
Published: 18 Oct 2005
ISBN 10: 0471743151
ISBN 13: 9780471743156
...full of ideas and suggestions...likely to be useful to anyone working in the field. (Research Magazine, May 2006)
TERRY G. VAVRA is Chairman Emeritus of Ipsos Loyalty. He is a customer satisfaction and loyalty consultant, a public speaker on these subjects, and the author of four books (including one of the first books on CRM) and numerous articles in these fields. He is also a former educator who taught at the graduate level.
LERZAN AKSOY is Assistant Professor of Marketing at Koc University in Istanbul, Turkey. Her research interests include customer satisfaction, loyalty, and relationship management. She has provided executive training on customer relationship management to executives from numerous multinational companies.
HENRI WALLARD is CEO of Ipsos in charge of Ipsos Loyalty.
FREE UK DELIVERY 
Global shipping from £2.99
FREE UK DELIVERY
30 Day Refund Guarantee
