On Increasing Customer Loyalty – Harvard Business Review

How do you keep your customers coming back-and get them to bring others? If you need the best practices and ideas for making your customers loyal and profitable–but don’t have time to find them–this book is for you. Here are nine inspiring and useful perspectives, all in one place. This collection of HBR articles will help you: turn angry customers into loyal advocates, get more people to recommend you, boost customer satisfaction by satisfying your employees, focus on profitable customers–whether they’re loyal or not, invest in the right CRM technology for your business, mine customer data for more effective marketing, and increase your customers’ lifetime value.

This collections includes these best-selling HBR articles: “Stop Trying to Delight Your Customers,” “Companies and the Customers Who Hate Them,” “The One Number You Need to Grow,” “Putting the Service-Profit Chain to Work,” “The Mismanagement of Customer Loyalty,” “CRM Done Right,” “Diamonds in the Data Mine,” “Want to Perfect Your Company’s Service? Use Behavioral Science,” and “Best Face Forward.”