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Table of Contents
Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA
About the Author
Preface
Acknowledgements
1. Customer Loyalty: The Way to Many Happy Returns
2. A Closer Look at Loyalty
3. Growing a Loyal Customer: The Seven Key Stages
4. Turning Suspects into Qualified Prospects
5. Turning Qualified Prospects into First Time Buyers
6. Turning First Time Buyers into Repeat Customers
7. Turning Repeat Customers into Loyal Clients
8. Turning Loyal Clients into Advocates
9. Customer Loss: How to Prevent It and What to Do When It Strikes
10. How to Develop a Loyalty-Driven Culture in Your Company
The Twelve Laws of Loyalty
References
Company Index
Subject Index
Jill Griffin Wants Your Stories
Foreword, General Robert T. Herres, USAF (Ret.), Chairman, USAA
About the Author
Preface
Acknowledgements
1. Customer Loyalty: The Way to Many Happy Returns
2. A Closer Look at Loyalty
3. Growing a Loyal Customer: The Seven Key Stages
4. Turning Suspects into Qualified Prospects
5. Turning Qualified Prospects into First Time Buyers
6. Turning First Time Buyers into Repeat Customers
7. Turning Repeat Customers into Loyal Clients
8. Turning Loyal Clients into Advocates
9. Customer Loss: How to Prevent It and What to Do When It Strikes
10. How to Develop a Loyalty-Driven Culture in Your Company
The Twelve Laws of Loyalty
References
Company Index
Subject Index
Jill Griffin Wants Your Stories