MARC record from Internet Archive

LEADER: 03598cam 2200601 a 4500
001 ocm36695574
003 OCoLC
005 20191107070806.0
008 970207s1997 onc b 001 0 eng d
040 $aNLC$beng$cNLC$dIAI$dMIA$dBAKER$dNLGGC$dYDXCP$dJBO$dGEQ$dZCU$dAKECL$dOCLCF$dI8M$dNLC$dCPO$dOCLCQ$dUWO$dUK5EZ
015 $a979304431$2can
015 $aC97-930443-1
016 $a(AMICUS)000016139793
019 $a775978219$a1085153698$a1101236017$a1107722408
020 $a0471641979
020 $a9780471641971
035 $a(OCoLC)36695574$z(OCoLC)775978219$z(OCoLC)1085153698$z(OCoLC)1101236017$z(OCoLC)1107722408
037 $cL.22.50 : CIP entry (Jul.)
050 14 $aHF5415.5$b.O33 1997
055 3 $aHF5415.5$bO33 1997
082 04 $a658.8/12$221
084 $a85.40$2bcl
084 $acci1icc$2lacc
100 1 $aO'Dell, Susan M.
245 14 $aThe butterfly customer :$bcapturing the loyalty of today's elusive consumer /$cSusan M. O'Dell, Joan A. Pajunen.
260 $aToronto :$bJ. Wiley & Sons Canada,$c℗♭1997.
300 $axxiii, 264 pages ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 255-260) and index.
505 00 $gCh. 1.$tButterfly Behaviour --$gCh. 2.$tBreaking Trust With the Customer --$gCh. 3.$tThe Return of the Monarch --$gCh. 4.$tThe Service Kaleidoscope --$gCh. 5.$tMeasuring the Trust Account --$gCh. 6.$tConducting a 3-D Audit --$gCh. 7.$tNo Strategy --$gCh. 8.$tThe Expectations Contract: Misreading the Customer --$gCh. 9.$tThe Media: Attractive Offer or Fatal Attraction? --$gCh. 10.$tThe Physical Dimension: The Emperor's New Clothes --$gCh. 11.$tThe People Dimension: No Value Added --$gCh. 12.$tInternal Affairs: Culture Clash --$gCh. 13.$tThe Service-Empowered Team --$gCh. 14.$tExercises in 3-D.
520 1 $a"But the very survival of your business depends on having a base of faithful and constant customers. So, how do you attract these elusive creatures to your business and, more importantly, how do you keep them coming back without having to lower your profits in providing spectacular and expensive feats of service?" "The Butterfly Customer: shows how to provide a predictable, consistent service experience for your customers that will build their trust and loyalty - and make you money; provides a proven process - the "3-D Audit"--To evaluate the consistency between what you promise to your customers and what you actually deliver; features examples of actual companies and what they are doing to capture customers' loyalty; and gives practical advice that any business can use, regardless of size or industry sector."--Jacket.
650 0 $aCustomer services.
650 0 $aCustomer relations.
650 0 $aRelationship marketing.
650 6 $aService a la cliente le.
650 6 $aRelations avec la cliente le.
650 6 $aMarketing relationnel.
650 7 $aCustomer relations.$2fast$0(OCoLC)fst00885533
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
650 7 $aRelationship marketing.$2fast$0(OCoLC)fst01093590
650 17 $aKlantgerichtheid.$2gtt
650 17 $aKlantenservice.$2gtt
700 1 $aPajunen, Joan.
938 $aBaker & Taylor$bBKTY$c34.95$d26.21$i0471641979$n0003092259$sactive
938 $aYBP Library Services$bYANK$n100084442
029 0 $aNLC$b000016139793
029 1 $aAU@$b000013166670
029 1 $aNLGGC$b158754441
029 1 $aNZ1$b4765656
994 $aZ0$bP4A
948 $hHELD BY P4A - 168 OTHER HOLDINGS