TITLE : KEEPING CUSTOMERS FOR LIFE

The guide to making sure that "customer first" is not just a company slogan, but a company way of life. "This is a great bleuprint for any business interested in building customer value and loyalty."

J.W. Marriott, Jr., Chairman and President , Marriott Corporation

"Joan Koob Cannie has the unique ability to combine both profound and practical approaches to the theory and practical of profitable business relationship.... Her new book, Keeping Customers For Life, belongs on the desk of every thoughtful execuive."

Lawrence G. Chait, President, LGC Consultants, Inc., and Founder, Lawrence G. Chait Advertising

There's no doubt the U.S. is a full-fledged service economy, but according to the authors of Keeping Customers for Life we've done a much better job of selling service than actually delivering it. This guidebook reveals that 80 percent of customer problems are caused not by the face-to-face or voice-to-voice contacts, but by management policies that are cost-driven, rather than customer-driven. Keeping Customers for Life spells out a new technology of customer-driven management. The authors present an innovative and all-encompassing twelve-step strategy to ensure that companies are in touch with real customer needs. With a full chapter devoted to each step, the authors not only explain each level, but provide examples, real-life stories, and an action plan to help you implement each step.

Joan Koob Dannie is chairwoman and founder of Learning Dynamics,Inc., one of the industry's leaders in business training and organization development. An entrepreneur since age twenty-four, when she started her own advertising agency in New York City, she is also cofounder of the Investment Management Trust of Boston, and the author of two business bestssellers, The Woman's Guide to Management Success and Take Charge. Donald Caplin is President of the Learning Dynamics marketing group. He has coauthored numerous training programs with Joan Cannie, and holds two degrees from Harvard.