Book: Getting customers to love your brand: The impact of business orientations on customer loyalty.
This book shows you how to get customers to love your brand. Loyalty is considered to be critically important to growth, profitability and sustainability. It has received much attention by practitioners and managers. However, some important variables about the different types of loyalty have remained unclear. While businesses look towards adapting various strategies to help them grow and succeed in the marketplace, a number of key business orientations have emerged. Each of these orientations has claimed to increase both profitability and customer loyalty for an organisation. However which one works best isn’t very clear. This book is based on extensive research carried out over several years. The research has examined both business orientations as well as customer loyalty, including their inter-relationships. We found out answers to some of these key questions. First this books looks at the differences between customers liking or loving a brand. Second, we examine which strategic business orientation will help businesses to develop the highest level of loyalty among its customers. The book presents models and tools that you can adopt to manage customer loyalty.
Chapter: CEM implementation: The key factors
What do the best companies in the world have in common when it comes to Customer Experience Managment? This chapter looks at case studies of the best practice firms from around the world, in a number of different industries. In particular the research studies and examines companies such as Apple, Harley Davidson, Ikea, Singapore Airlines, Walt Disney, and Zara. The findings from these best practice firms are presented in this chapter.
Article: Loyalty pyramids: a new paradigm in services loyalty
Customer loyalty has been of importance to researchers and has received much attention. Research shows that loyalty is helps to improve a company’s profitability and long-term market share. However, loyalty research has not been able to come up with an acceptable framework to understand customer loyalty. Three main schools of thought have emerged, each with its own definition of loyalty. This paper seeks to assess all three of these, and come up with a common framework which researchers and managers can use to develop a better understanding for loyalty. The loyalty pyramids shows what loyalty is like in a typical firm, and proposes a ‘preferred’ state, a state that companies should aspire to achieve in order to maximize their profitability.
Article: E-business in the developing world: An empirical study of payment methods and their implications
The recent trend of outsourcing manufacturing and services from the developed economies is creating buoyant economies in the developing world. With advances in technological infrastructure, these new markets are being transformed by e-business. In this paper, we discuss issues regarding methods of payment for internet purchases in China, India and Pakistan. The relationship between factors that may influence the establishment and growth of e-business within these economies are investigated empirically. A logit model of payment method preference is subsequently developed from these analyses. Finally, a general discussion regarding obstacles, limitations and ways forward for e-business in these economies is provided.