How Successful Companies Win Customer Loyalty

Author: Su Weilun
Publisher:
Publish Date: 2002-06-01
Features: Based on a systematic study of classic theories from abroad on how enterprises establish and win customer loyalty, this book combines modern Chinese enterprise management practices. Using simple and concise language, it explains the principles, methods, and techniques of successful enterprises in winning customer loyalty. It proposes that customer loyalty is a winning strategy for successful enterprises and outlines the five golden rules for creating customer value. The book emphasizes the need for enterprises to establish and maintain a high-standard customer service system, effectively train customer-oriented employees, create customer comment cards, and skillfully address customer dissatisfaction. It also highlights the importance of building the corporate image, improving product and service quality, and pursuing sustainable operations, all of which gradually turn new customers into loyal ones.