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About this book
The authors argue that the best strategic approach for a company or organization is to regard customer loyalty as a continuing response to changes in society and that this perspective is often neglected in favour of shorter term considerations. They present a new approach that builds upon social and economic research to provide practical guidelines.
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Keywords
Table of contents (10 chapters)
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Front Matter
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Back Matter
Reviews
'Robinson and Etherington provide a fascinating look back at the history of loyalty. They also give tips about how to build and sustain it.' - Justin Keay, European Business
About the authors
SIONADE ROBINSON is co-founder of the services excellence consultancy, Cape Consulting. She holds a doctorate in Systems Sciences and has worked for the global workplace learning consultancy, the Forum Corporation as well as setting up a research team at Cass Business School to study ways of developing service strategies to improve customer satisfaction. She works with all industries, particularly financial services, professional services and the leisure industry.
LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.
LYN ETHERINGTON is co-founder of the services excellence consultancy, Cape Consulting. She worked previously as Marketing Director at Granada and as a consultant to banks and financial institutions in northern Europe. She has particular experience working in banking and financial services sectors as well as other consumer and business to business markets, including professional services, IT and leisure.
Bibliographic Information
Book Title: Customer Loyalty
Book Subtitle: A Guide for Time Travelers
Authors: Sionade Robinson, Lyn Etherington
DOI: https://doi.org/10.1057/9780230513037
Publisher: Palgrave Macmillan London
eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)
Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2006
Hardcover ISBN: 978-1-4039-9763-0Published: 07 November 2005
Softcover ISBN: 978-1-349-54643-5Published: 07 November 2005
eBook ISBN: 978-0-230-51303-7Published: 07 November 2005
Edition Number: 1
Number of Pages: XV, 174
Topics: Management, Marketing