{"product_id":"the-customer-loyalty-audit-keki-r-bhote-9781907766053","title":"The Customer Loyalty Audit","description":"\u003cp\u003eIn an age where customer satisfaction is no longer good enough, your organisation must take steps to build absolute customer loyalty. Do you have a CCO (Chief Customer Officer) as well as a CEO and a CFO? If not, should you have one?\u003c\/p\u003e\u003cp\u003eAs customer loyalty becomes the Holy Grail for any successful business, this audit lets you ask: \"How loyal are our customers?\" and much more important \"How well-equipped are we to win and maintain customer loyalty?\" After a persuasive briefing on managing the transition from customer satisfaction to customer loyalty, this audit sets out a 7-Step Roadmap: \u003c\/p\u003e\u003cp\u003e1.Top Management Commitment and Involvement - the essential first step in laying the groundwork for any customer loyalty programme.\u003c\/p\u003e\u003cp\u003e2.Establishing a Base Line - Internal Benchmarking - gathering best practice data from within your own organisation.\u003c\/p\u003e\u003cp\u003e3.Determining Customer Requirements - these can never be guessed or taken for granted.\u003c\/p\u003e\u003cp\u003e4.Assessing the Capabilities of Competition - your customers are making these comparisons, so you have to.\u003c\/p\u003e\u003cp\u003e5.Measuring Customer Satisfaction and Customer Loyalty - customer satisfaction metrics look simple but are notoriously unreliable: find out which approach to use in which situation.\u003c\/p\u003e\u003cp\u003e6.Analysing Customer and Competitive Feedback - develop a system for tracking, recording and analysing feedback.\u003c\/p\u003e\u003cp\u003e7.Continuous Improvement - developing a system for continuously reviewing progress, repeating the audit and making further changes and improvements.\u003c\/p\u003e\u003cp\u003eEach step includes a ready-made audit questionnaire and rating form that you can run right away - giving you more than 130 questions to help you see right inside your processes and procedures for establishing and maintaining customer loyalty.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Keki R. Bhote\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1907766057\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781907766053\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Triarchy Press Ltd\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/18\/2010\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 140\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.78lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 11.69h x 8.27w x 0.30d","brand":"Keki R. Bhote","offers":[{"title":"Paperback","offer_id":47424504627455,"sku":"9781907766053","price":70.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_bdbd900b-6f6b-46e2-906f-c6ca7dde1e2d.jpg?v=1761530658","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-customer-loyalty-audit-keki-r-bhote-9781907766053","provider":"WR Book House","version":"1.0","type":"link"}