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Up the Loyalty Ladder: Turning Sometime Customers into Full-Time Advocates of Your Business
Up the Loyalty Ladder Turning Sometime Customers into FullTime Advocates of Your Business Author:Murray Raphel, Neil Raphel Attention small business owners! Are you struggling to offer the same wide selection as the superstore down the street? Are you trying but failing to compete with the warehouse store on prices? Are these cutthroat retail practices seriously damaging your business? — Many small business owners are beginning to realize that although they often can&... more »#39;t match big business in the price and selection arenas, they can compete -- and win -- in one vital area: taking care of the customer. Up the Loyalty Ladder provides a concrete strategy for creating a loyal customer base, showing how you can convert occasional shoppers into the biggest fans of your business. In this invaluable guide for the small business owner or manager, retail consultants Murray and Neil Raphel describes the five all-important types of customers and reveal how to move them up the next rung of the Loyalty Ladder.
Raphel uses his four decades of retail selling and consulting experience to show how the business that excels in customer service is the one that comes out on top. With hundreds of illustrative anecdotes, real-life examples and hard stats, Raphel reveals the edge customer service leaders have over competition--and the steps they take to gain this advantage.« less