Description
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.
About the Author
TIMOTHY L. KEININGHAM is Senior Vice President and Head of Consulting for Ipsos Loyalty. He is the author of several books and articles on customer satisfaction and loyalty, and has won best paper awards from the Journal of Marketing and the Journal of Service Research.
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.
Reviews
"Strong stuff...[the authors] offer some well-researched loyalty truths" (Telegraph, November 2005)
"...full of ideas and suggestions...likely to be useful to anyone working in the field." (Research Magazine, May 2006)
Book Information
ISBN 9780471743156
Author Timothy L. Keiningham
Format Hardback
Page Count 272
Imprint John Wiley & Sons Inc
Publisher John Wiley & Sons Inc
Weight(grams) 454g
Dimensions(mm) 236mm * 159mm * 25mm
