...: 978‐0‐566‐08883‐4   US$124.95 © Emerald Group Publishing Limited 2010 --> Customer relations Stakeholder analysis Business performance Relationship marketing Due to the fierce global competition and the increasing sophistication of customers, developing and maintaining market...

... about current customers and high‐value potential customers. Originality/value An executive with decades of experience building and maintaining customer loyalty programs cites trends for the future of the loyalty discipline. Loyalty schemes Customer relations Marketing Any senior decision...

... Loyalty and Retention at Charter, is preparing for battle. © Emerald Group Publishing Limited 2008 Customer loyalty Customer relations Wireless Marketing strategy Telecommunications Telephone, wireless and cable companies are riding lightning bolt of technological convergence...

..., if not pilot the locomotive, with such of‐the‐moment tactics as buzz marketing, influencer marketing and crowd‐sourcing. © Emerald Group Publishing Limited 2008 Marketing strategy Interpersonal communications Customer relations Customer service management Customer loyalty Viral marketing...

...@bangor.ac.uk © Emerald Group Publishing Limited 2007 Loyalty schemes Customer relations Customer information Brands Retailing An executive summary for managers and executive readers can be found at the end of this article. … the business benefits of Clubcard are now written through...

... sustainable, organic growth to shareholders by identifying best customer segments and acting to retain and increase the yield from those segments are established in virtually every consumer‐oriented vertical marketplace. Loyalty schemes Customer loyalty Consumer goods Customer relations Retail...

..., 1999). Customer satisfaction Customer loyalty Electronic commerce Customer relations Marketing intelligence Research on factors that influence customer satisfaction and loyalty has made considerable progress within the last years (Szymanski and Henard, 2001 ; Oliver, 1999). Customer...

... improvement (Calhoun, 2001). © Emerald Group Publishing Limited 2006 Customer loyalty Customer relations Customer satisfaction Buyer‐seller relationships Value chain Traditionally, marketing activities have focused on success in the product marketplace by examining the physical...

... 2006 Customer loyalty Customer relations Internet shopping Profit maximization Electronic commerce During the 1980s customer loyalty was on most marketers' minds. Numerous companies spent millions on customer relationship management programs with the goal of building customer...

.... The findings can be used by managers to strengthen the marketing position of the firm through a loyalty program without compromising on their customers' perceptions of fairness. Loyalty schemes Equity theory Exchange Customer relations The popularity of customer loyalty programs has attracted...

... to enhance the card program: “We found that our cardholders are our best customers,” says Lenk. “They shop twice as often as other customers and at all three brands.” © Emerald Group Publishing Limited 2006 Marketing strategy Customer loyalty Loyalty schemes Credit cards Customer...

... and their marketplace. It then provides ideas on repairing that disconnect. © Emerald Group Publishing Limited 2006 Brand loyalty Brand management Customer relations Loyalty schemes Most consumers spend their money on what they need. But very few consumers get the chance to spend their money on who...

... (business). One way to resolve some of the dilemmas over measurement is to make the link more obvious between the customer loyalty, CRM and quality. Customer loyalty Customer relations Relationship marketing Competitive advantage Competition will undoubtedly continue to be a more significant...

...Herbert Jack Rotfeld Purpose The purpose of this article is to examine US cinema audiences' reactions to advertising. Cinema advertising and other failures of customer relations management by movie exhibitors explains how consumers are discouraged from going to a cinema to see newly released...

... (the 80‐20 Pareto Principle). © Emerald Group Publishing Limited 2006 Customer loyalty Consumer marketing Customer retention customer relations It is more than the latest marketing catch phrase – through diligent application of dialogue marketing, network‐building and relevant rewards...

... Marketing Relationship marketing Customer relations Customer service management Sometimes, innovation happens in the blink of an eye. In most cases, however, innovation occurs more as a continual evolution, in which those at the forefront of change push the boundaries out farther – from how we...

... frogs?” in adjusting to change. This chapter offers some practical recommendations for having more people, across the entire organization, involved in the customer experience. The marketing revolution is only possible if customer relations become embedded within the overall corporate culture. The final...

... Markets . Binghamton, NY : Best Business Books   2004 . 113 pp.   $29.95   www.haworthpress.com © Emerald Group Publishing Limited 2005 --> Customer relations Electronic commerce Relationship marketing ...

... --> Customer relations Marketing strategy Customer orientation Customer relationship management (CRM) is the latest management trend intriguing the corporate world. This book is a balanced, well‐researched and engaging treatise on the subject. The book begins with an acknowledgment that “customer...

... Customer Relationship Management: Taking CRM to the Next Level . Berlin : Springer‐Verlag   2004 . 273 pp.   $49.95   www.springer.ed/cgi/svcat/bag_generate.pl?ISBN=3‐540‐00227‐8 © Emerald Group Publishing Limited 2005 --> Customer relations Customer service management Customers...