{"product_id":"9781440856570","title":"Capturing Loyalty: How to Measure, Generate, and Profit from Highly Satisfied Customers","description":"\u003cp\u003eWritten by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business.\u003c\/p\u003e\u003cp\u003e• Provides research-based insights into consumer behavior across a diverse series of businesses, including health care, food service, hotels, pharmaceuticals, and retail\u003c\/p\u003e\u003cp\u003e• Demonstrates that the idea of there being a linear relationship between customer satisfaction and customer loyalty is a myth\u003c\/p\u003e\u003cp\u003e• Refutes the oft-heard objection that creating highly satisfied customers is too costly by showing that highly satisfied customers are consistently 2–5 percent cheaper to serve than satisfied ones\u003c\/p\u003e\u003cp\u003e• Offers business owners and managers a proven methodology for better understanding the key aspects of a company's product and service offerings that create highly satisfied customers\u003c\/p\u003e\u003cp\u003e• Examines the organizational challenges inherent in deploying a customer loyalty initiative and discusses ways that successful companies have overcome these challenges\u003c\/p\u003e","brand":"ABC-CLIO, Incorporated","offers":[{"title":"Default Title","offer_id":47154347901168,"sku":"9781440856570","price":37.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781440856570_p0.jpg?v=1763791218","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781440856570","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}