The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful organizations from others. Lowenstein develops concepts and approaches that enable company executives, managers, and staff to create a dynamic, proactive corporate commitment to customer advocacy and loyalty.
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^DSM to form the basis of this new, invaluable work. The concepts are innovative, and the applications are real-world.
The vast majority of American companies have little awareness or knowledge of how their organizations must change strategically to improve their customers' loyalty and assessment of value. As customers increasingly perceive a sameness of products and services among companies, an intense focus on customer retention and lifetime value will differentiate successful organizations from others. Lowenstein develops concepts and approaches that enable company executives, managers, and staff to create a dynamic, proactive corporate commitment to customer advocacy and loyalty.
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^DSM to form the basis of this new, invaluable work. The concepts are innovative, and the applications are real-world.
Customer loyalty is essential for any business: it supports a cohesive, focused, and effective corporate culture, teamwork, crossfunctionalism, and shared knowledge, and the bottom line performance desired.
Preface: Being First Among Equals
Introduction
A New Paradigm for American Business: The Concept of the Customer
Loyalty PyramidSM
Developing a Customer Retention Culture and Infrastructure: The
Seven S Framework
Customer Loyalty: Strategy
Customer Loyalty: Structure
Customer Loyalty: Systems
Customer Loyalty: Staff
Customer Loyalty: Style
Customer Loyalty: Skills
Customer Loyalty: Shared Values/Superordinate Goals
Sustaining the Focus: Building in Constancy of Purpose and
Process
What the Future Holds: Building from the Blueprint of the Customer
Loyalty PyramidSM
Epilogue
Bibliography
Index
MICHAEL W. LOWENSTEIN is Managing Director of Customer Retention Associates, Upper Darby, PA an organization that helps clients optimize customer loyalty and value. He has over 30 years of experience in service performance evaluation, strategic marketing and planning, sales, operations, staff training, culture analysis, and total quality assessment. He is author of Customer Retention: An Integrated Process for Keeping Your Best Customers (1995) and numerous articles on related subjects. He is a frequent speaker on customer loyalty topics to corporations and to business and professional associations.
"Mike Lowenstein has been helping us climb the 'loyalty pyramid'
for several record years. Our associates, customers and industry
have all noted the strategic difference. We hope to be one of the
paradigm examples in his next book. Let Mike unlock the business
secrets of the pyramid for you. It's a great concept and a great
book."-Peter Wayman President, Southeast Region Prudential
Relocation
"The Customer Loyalty Pyramid is the most valuable book regarding
customer loyalty and retention that I have seen to date. It needs
to be read and its principles put into practice by anyone wanting
to prosper in today's highly competitive business climate. [This
book] provides a detailed set of 'blueprints' for any company
wanting to increase customer retention, loyalty, and profitability.
Whether the "renovation" required is to a single area of the
corporate structure or involves the rebuilding of the entire
corporate 'house, ' the plans are here."-Gary W. Henderson Customer
Affairs Manager/Product Liability Claims Manager Ben and Jerry's
Homemade Inc. Managing Director Henderson Consulting Ltd.
"The Customer Loyalty Pyramid packs a lot of what I like in a
single resource: BLa strong structural framework for me to organize
my thoughts on a complex subject around BLguidance on the "how
to's" of customer loyalty to help me form my plan of attack--not
just directions on what to do BLbountiful case examples that
illustrate real life best practices and animate the learning It's a
great mix of conceptual stimulation with practical
applications."-Gary Payne Managing Principal Unisys Information
Services Group
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