Making loyalty-building experiences happen

Sionade Robinson and Lyn Etherington

Chapter 8 in Customer Loyalty, 2006, pp 147-157 from Palgrave Macmillan

Abstract: Abstract For any organization, knowing about the importance of the eight incremental stages of loyalty-building experiences (LBEs) is of great importance if it is do justice to its potential for winning customer loyalty. But being aware of these eight incremental stages of creating a glorious totality of an irresistible loyalty-winning interaction is only the start; what really matters is putting them into practice. In this chapter, we look at the process of doing so, and how it works at the coalface of an organization’s interactions with its customers.

Keywords: Team Manager; Team Leader; Customer Service; Customer Loyalty; Service Experience (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-51303-7_8

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DOI: 10.1057/9780230513037_8

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