Loyalty myths : hyped strategies that will put you out of business-- and proven tactics that really work /
Keiningham, Timothy L.
Hoboken, N.J. : John Wiley & Sons,
c2005.
Loyalty myths that subvert company goals -- Loyalty myths contaminating company management practices -- Myths about customers: their needs, behaviors and referrals -- Myths concerning loyalty programs -- Myths about loyalty, share of business, and profitability -- Loyalty myths regarding employees -- The foundations of customer loyalty -- The right way to manage for customer loyalty.
Includes bibliographical references (p. 233-248) and index.
Customer loyalty.