Research Catalog

Title

The customer loyalty pyramid / Michael W. Lowenstein.

Author

Lowenstein, Michael W., 1942-

Publication

Westport, Conn : Quorum, 1997.

Items in the Library & Off-site

Holdings

Details

Description

xxiii, 255 pages : illustrations; 24 cm

Summary

Moving past previous how-to-do-it books on customers, Lowenstein identifies the abilities and processes by which companies can achieve the new paradigms related to customer loyalty. The Seven S Framework, a management concept developed by Tom Peters and Robert Waterman while at McKinsey and Company, is combined with the author's own Customer Loyalty Pyramid to form the basis of this new, invaluable work.

Subjects

• Consumer satisfaction
• Customer loyalty

Bibliography (note)

• Includes bibliographical references (p. [239]-244) and index.

Contents

Preface: Being First Among Equals -- Ch. 1. A New Paradigm for American Business: The Concept of the Customer Loyalty Pyramid -- Ch. 2. Developing a Customer Retention Culture and Infrastructure: The Seven-S Framework -- Ch. 3. Customer Loyalty: Strategy -- Ch. 4. Customer Loyalty: Structure -- Ch. 5. Customer Loyalty: Systems -- Ch. 6. Customer Loyalty: Staff -- Ch. 7. Customer Loyalty: Style -- Ch. 8. Customer Loyalty: Skills -- Ch. 9. Customer Loyalty: Shared Values/Superordinate Goals -- Ch. 10. Sustaining the Focus: Building in Constancy of Purpose and Process -- Ch. 11. What the Future Holds: Building from the Blueprint of the Customer Loyalty Pyramid.

ISBN

1567200761 (alk. paper)

LCCN

97005886

OCLC

• 36417811
• ocm36417811

Owning Institutions

Columbia University Libraries