{"product_id":"9781907766053","title":"The Customer Loyalty Audit","description":"In an age where customer satisfaction is no longer good enough, your organisation must take steps to build absolute customer loyalty.\u003cp\u003eDo you have a CCO (Chief Customer Officer) as well as a CEO and a CFO? If not, should you have one? As 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?\" \u003c\/p\u003e\u003cp\u003eAfter 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.\u003cbr\u003e2.Establishing a Base Line - Internal Benchmarking - gathering best practice data from within your own organisation.\u003cbr\u003e3.Determining Customer Requirements - these can never be guessed or taken for granted.\u003cbr\u003e4.Assessing the Capabilities of Competition - your customers are making these comparisons, so you have to.\u003cbr\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.\u003cbr\u003e6.Analysing Customer and Competitive Feedback - develop a system for tracking, recording and analysing feedback.\u003cbr\u003e7.Continuous Improvement - developing a system for continuously reviewing progress, repeating the audit and making further changes and improvements.\u003cbr\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","brand":"CAMBRIDGE STRATEGY PUBLICATIONS","offers":[{"title":"Default Title","offer_id":47040045940976,"sku":"9781907766053","price":215.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781907766053_p0.jpg?v=1763619491","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781907766053","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}