It is no longer a news that customer satisfaction is not enough to create customer loyalty in today’s business world especially with the advent of internet and subsequent innovations. Today’s customer may stick around and not complain not because he is loyal… With this amazing audio book by Lisa Ford, CSP, CPAE you will certainly learn why customer service is not enough, how not mistaken inertia for customer loyalty, strategies to create customer loyalty.
Lisa Ford, CSP, CPAE is a speaker with over 20 years of experience presenting to businesses, associations and government. She speaks throughout the United States and internationally on topics of customer service, leadership, team issues and change. Lisa is best known for her work in the areas of customer service.
Here’s a definition of Customer Loyalty according to PR Loyalty Marketing for clearer understanding of the free audio book below: Customer loyalty is both an attitudinal and behavioral tendency to favor one brand over all others, whether due to satisfaction with the product or service, its convenience or performance, or simply familiarity and comfort with the brand.
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Written by: Lisa Ford, CSP, CPAE
Narrated by: Lisa Ford, CSP, CPAE
Release date: 1/15/2011
Duration: 58 minutes