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Author: James L. Heskett, Thomas O. Jones, Frederick F. Reichheld, and more
Narrator: James L. Heskett, Thomas O. Jones, Frederick F. Reichheld, and more
Publisher: Harvard Business School Publishing
 Audio Original
Running Time: 1 Hr. 28 Min.


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Customer Loyalty

Customer Loyalty
Keeping Customers

by James L. Heskett



These articles from Harvard Business Review address the issue of customer loyalty. Attracting a new customer costs far more than retaining an existing one. So how do you know your customer is loyal? The 3 articles in this collection address the difference between a satisfied customer and a loyal customer, how to learn from a customer who has defected to a competitor, and how to recover from a service problem - turning an angry, dissatisfied customer back into happy, loyal one. These articles originally appeared in print in Harvard Business Review and are now available in audio format exclusively through Audible.



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  • Published: 1990
  • Number Of Lectures: 1
  • Lecture Time: 1 Hr. 28 Min.
  • University: Harvard Business School
  • LearnOutLoud.com Product ID: C001627
Available On Volumes ISBN ISBN-13
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 Business  Sales & Marketing

 

This Author: James L. Heskett
This Narrator: James L. Heskett, Thomas O. Jones, Frederick F. Reichheld
This Publisher: Harvard Business School Publishing
 
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