Customer Loyalty: How to Earn It, How to Keep It
by Jill Griffin

This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies -- from a smal-town plumber and a florists shop to Home Depot and Sharp Electronics -- author Jill Griffin shares the many practical methods successful companies use to move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty driven corporate culture.

Paperback, very good condition 242 pages, 1997