The Customer Loyalty Pyramid

Rating:
Summary: Successfully Organizing for Customer Loyalty
Review: As the author of THE CUSTOMER LOYALTY PYRAMID, my purpose in writing the book was not to provide a TQM template for customer loyalty. Instead, it was to offer a blueprint and methods for any individual, group, or company wanting to organize for greater commitment to customer loyalty. Creating optimal customer and staff loyalty is the logical goal of any organization. The reality is that few companies in any industry, perhaps less than 5%, have truly created a customer-focused culture, use customer information to best advantage, and apply the most effective actions to achieve customer loyalty. Offering user-friendly cases and examples, the book provides both the architecture and the materials to help make this happen!

Rating:
Summary: Successfully Organizing for Customer Loyalty
Review: As the author of THE CUSTOMER LOYALTY PYRAMID, my purpose in writing the book was not to provide a TQM template for customer loyalty. Instead, it was to offer a blueprint and methods for any individual, group, or company wanting to organize for greater commitment to customer loyalty. Creating optimal customer and staff loyalty is the logical goal of any organization. The reality is that few companies in any industry, perhaps less than 5%, have truly created a customer-focused culture, use customer information to best advantage, and apply the most effective actions to achieve customer loyalty. Offering user-friendly cases and examples, the book provides both the architecture and the materials to help make this happen!

Rating:
Summary: A point well made
Review: This book has been well written. It has a good flow of thought and the different chapters are well connected. It is excellent for motivational reading because for a person who is unaware of the concepts of Total Quality Management, this book adresses the heart of the topic. TQM is a way of improving one's business by doing various specific activities. All these activities have the end customer satisfaction in mind. Thus this book is not only good for understanding the concept of Customer Focus, it goes a long way inconvincing the reader with the validity of TQM. Some of the illustrations are excellent, for example the one which illustrates the relationship between the degree of company success and the degree of customer focus. It also gives many interesting real life examples on how customer focus has had an effect on the business of various organizations. All in all, this book makes for interesting reading and leaves an impression on the reader's mind about the validity of the point that it attempts to make.