Harvard Business Review on Increasing Customer Loyalty is a carefully selected collection of articles from top marketing and business experts, focusing on one of the most important metrics in any business: customer retention. This book explores the psychology, strategy, and systems behind why customers stay loyal—and why they leave.
Featuring contributions from experts like Frederick F. Reichheld (creator of the Net Promoter Score) and Rob Markey, the book delivers practical advice on how to improve customer experience, increase satisfaction, and build brands people trust and recommend.
What You’ll Learn:
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Why retaining customers is more profitable than constantly acquiring new ones
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The importance of emotional connections and brand trust
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How to identify and nurture your most loyal, high-value customers
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Techniques to turn satisfied buyers into vocal promoters
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How loyalty programs and personalized service improve long-term value
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