{"title":"Timothy Keiningham","description":null,"products":[{"product_id":"why-loyalty-matters-the-groundbreaking-approach-to-rediscovering-happiness-meani-rare-book-timothy-keiningham-1696952921abs","title":"Why Loyalty Matters: The Groundbreaking Approach to Rediscovering Happiness, Meaning and Lasting Fulfillment in Your Life and Work","description":"2009. First Edition. 246 pages. Signed by the author. Illustrated dust jacket over black cloth covered boards with gilt. Signed by the authors to a pasted in panel. Pages remain clear with minimal tan","brand":"WoB","offers":[{"title":"GB \/ GOOD \/ INTERNAL","offer_id":50084030644497,"sku":"1696952921ABS","price":0.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1696952921ABS_1.jpg?v=1722917983"},{"product_id":"why-loyalty-matters-book-timothy-keiningham-9781935251798","title":"Why Loyalty Matters","description":"For decades we've been told that we live in fast-paced, dog-eat-dog world, that loyalty gets you nowhere, and that we must look out for number one! We've been told that to succeed we have to constantly reinvent ourselves, let go of past relationships, and move on to greener pastures. And we've been told that all this is good.  But it's not good.  Why Loyalty Matters is grounded in the most comprehensive study of loyalty ever conducted, and what it reveals can change your life. The science is very clear -- when it comes to business success, satisfaction in our relationships and even overall happiness, loyalty is essential.  Renowned loyalty experts Timothy Keiningham and Lerzan Aksoy combine their own groundbreaking research with the leading thinking in philosophy, sociology, psychology, economics and management to provide a comprehensive guide to understanding what loyalty is, what it isn't and how to unlock its power in your personal and professional life.  Why Loyalty Matters includes one-user access to LoyaltyAdvisor.com, the ultimate loyalty assessment tool. The LoyaltyAdvisor is the product of a global, comprehensive research effort to identify the loyalties most important to our success and happiness. On the reverse side of the book jacket is a scratch-off sticker that reveals a unique identification code that allows readers access to LoyaltyAdvisor. This Web-based interview analyzes loyalty across multiple dimensions proven to link to happiness, and benchmarks your relationship style and loyalty level vis-a-vis the top 15% of individuals in life satisfaction. Even more, LoyaltyAdvisor allows your friends and associates to assess your loyalty, providing you with objective, confidential third party feedback.  The LoyaltyAdvisor assessment will provide you with a critical guide to building deeper, truer loyalties in every area of your life.","brand":"WoB","offers":[{"title":"US \/ VERY_GOOD \/ SBYB","offer_id":50235910750481,"sku":"CIN1935251791VG","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"US \/ GOOD \/ SBYB","offer_id":50395045298449,"sku":"CIN1935251791G","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/1935251791.jpg?v=1751219360"},{"product_id":"customer-delight-principle-book-timothy-keiningham-9780658010040","title":"The Customer Delight Principle","description":"This book presents techniques to move your customers beyond mere satisfaction. At every point of contact, global competition today is fierce, and customers who are merely satisfied with your company's products or services will soon be lured away by your competition. \"The Customer Delight Principle\" reveals how today's leading marketers consistently retain and grow their customer bases by moving beyond satisfaction to discover and fill each customer's unseen yet essential needs. Comprehensive in scope yet focused in treatment, this book reveals how to dramatically increase your organization's positive customer experiences, virtually eliminate the negative, and drive your customers to new levels of repeat purchasing, loyalty, and sheer delight.Praise for \"The Customer Delight Principle\": 'Customer satisfaction should no longer be the goal of a service organization. In the new economy, what matters is customer retention and the bottom line. \"The Customer Delight Principle\" shows us how' - Patrick Zacchea, Vice President, Van Kampen Funds. 'Keiningham and Vavra raise the aspirations for customer satisfaction for all with the perspective of achieving customer delight. The concept is explained clearly using brand experiences almost all of us have surely had' - George Stalk, Senior Vice President, The Boston Consulting Group, Editor, \"Breaking Compromises\". \"'The Customer Delight Principle\" is a provocative and compelling read' - Ross Goodwin, Corporate Customer Loyalty Manager, Hewlett-Packard Company.'Numerous studies have shown that anywhere from 60 per cent to 85 per cent of customers who switch firms would have been classified as satisfied according to conventional analytic procedures. With \"The Customer Delight Principle\" we hope to alert the business community to the pitfalls of managing for improved satisfaction. Organizations that understand our principles and manage accordingly will succeed' - From the Preface.In today's Web-shopping, brand-hopping, global competitive environment, customers expect satisfaction. But too often, inconsistencies and inaccuracies in customer satisfaction measurement programs lead managers to blame themselves - as opposed to poor underlying models - for failure to promote positive changes and improved results. \"The Customer Delight Principle\" presents a step-by-step program for taking your company further up the customer satisfaction continuum, from a reliance on the satisfaction -maintaining characteristics that customers increasingly take for granted to a focus on unexpected, customer delight-creating attributes.Renowned customer retention consultants and thought leaders Timothy Keiningham and Terry Vavra unveil a customer delight principle based not on wishful thinking and outdated research but instead on current real-world findings that include: Perceived costs of negative outcomes to a customer, and how they far outweigh the perceived benefit from expected outcomes; the nonlinear relationship between perceived performance and customer satisfaction, in which customer attitude changes follow a classic diminishing-returns model; and, case studies of FedEx Customer Critical, Toys 'R' Us, Mercedes-Benz USA, and others on determining the 'delight-creating' attributes of a product or service, then concentrating performance-improvement efforts in those areas. Satisfied customers are good for business success - just not good enough.Follow the steps outlined in \"The Customer Delight Principle\" to construct an innovative customer delight program for your own company, one designed to drive repeat purchasing and customer loyalty, along with bottom-line profit and value growth.","brand":"WoB","offers":[{"title":"US \/ GOOD \/ SBYB","offer_id":50358086697233,"sku":"CIN0658010042G","price":0.0,"currency_code":"GBP","in_stock":false},{"title":"GB \/ VERY_GOOD \/ INTERNAL","offer_id":50942852006161,"sku":"GOR002069871","price":0.0,"currency_code":"GBP","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0784\/4072\/6801\/files\/0658010042.jpg?v=1750699902"},{"product_id":"why-loyalty-matters-book-timothy-keiningham-9781933771724","title":"Why Loyalty Matters","description":"For decades we've been told that we live in fast-paced, dog-eat-dog world, that loyalty gets you nowhere, and that we must look out for number one  We've been told that to succeed we have to constantly reinvent ourselves, let go of past relationships, and move on to greener pastures. And we've been told that all this is good. \u003cp\u003e\u003c\/p\u003eBut it's not good. \u003cp\u003e\u003c\/p\u003e \u003ci\u003eWhy Loyalty Matters\u003c\/i\u003e is grounded in the most comprehensive study of loyalty ever conducted, and what it reveals can change your life. The science is very clear - when it comes to business success, satisfaction in our relationships and even overall happiness, loyalty is essential. \u003cp\u003e\u003c\/p\u003eRenowned loyalty experts Timothy Keiningham and Lerzan Aksoy combine their own groundbreaking research with the leading thinking in philosophy, sociology, psychology, economics and management to provide a comprehensive guide to understanding what loyalty is, what it isn't and how to unlock its power in your personal and professional life. \u003cp\u003e\u003c\/p\u003e \u003ci\u003eWhy Loyalty Matters\u003c\/i\u003e includes one-user access to LoyaltyAdvisor.com, the ultimate loyalty assessment tool. \u003cp\u003e\u003c\/p\u003eThe LoyaltyAdvisor is the product of a global, comprehensive research effort to identify the loyalties most important to our success and happiness. \u003cp\u003e\u003c\/p\u003eOn the reverse side of the book jacket is a scratch-off sticker that reveals a unique identification code that allows readers access to LoyaltyAdvisor. 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