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Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA). About the Author. Preface. Acknowledgments. 1. Customer Loyalty: The Way to Many Happy Returns. 2. A Closer Look at Loyalty. 3. Growing a Loyal Customer: The Seven Key Stages. 4. Turning Suspects into Qualified Prospects. 5. Turning Qualified Prospects into First--Time Buyers. 6. Turning First--Time Buyers into Repeat Customers. 7. Turning Repeat Customers into Loyal Clients. 8. Turning Loyal Clients into Advocates. 9. Customer Loss: How to Prevent It and What to Do When It Strikes. 10. How to Develop a Loyalty--Driven Culture in Your Company. The Twelve Laws of Loyalty. References. Company Index. Subject Index. Jill Griffin Wants Your Stories.
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