Saylor URL: http://www.saylor.org/books Saylor.org
REVIEW QUESTIONS
- What are the benefits of having loyal customers? Why or how do those benefits occur?
- What is the difference between loyalty and loyalty programs?
- How can you create loyalty without having a loyalty program?
[1] Fred Reicheld and Thomas Teal, The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting
Value (Boston: Harvard Business Press, 2001).
[2] Werner J. Reinartz and V. Kumar, “The Impact of Customer Relationship Characteristics on Profitable Lifetime
Duration,” Journal of Marketing 67, no. 1 (2003): 77 –96.
[3] Steven Van Yoder, “Cause-Related
Marketing,”http://www.streetdirectory.com/travel_guide/5529/marketing/cause_related_marketing.html (access
ed October 10, 2008).
[4] John F. Tanner, Jr., and Deepa Morris, “Customer Empowerment” (white paper published by BPT Partners, LLC,
March 2009).
[5] Nelson Ireson, “Lexus First in Owner Loyalty Survey, Saab Last,” September 3,
2008,http://www.motorauthority.com/jd-power-lexus-first-in -luxury-owner-loyalty-saab-last.html (accessed July
13, 2009).