Harvard Business Review 
Harvard Business Review on Increasing Customer Loyalty 

How do you keep your customers coming back-and get them to bring others?


If you need the best practices and ideas for making your customers loyal and profitable–but don’t have time to find them–this book is for you. Here are nine inspiring and useful perspectives, all in one place.



This collection of HBR articles will help you:


– Turn angry customers into loyal advocates


– Get more people to recommend you


– Boost customer satisfaction by satisfying your employees


– Focus on profitable customers–whether they’re loyal or not


– Invest in the right CRM technology for your business


– Mine customer data for more effective marketing


– Increase your customers’ lifetime value

Table of Content

Stop Trying to Delight Your Customers

Companies and the Customers Who Hate Them

The One Number You Need to Grow

Putting the Service-Profit Chain to Work

The Mismanagement of Customer Loyalty

CRM Done Right

Diamonds in the Data Mine

Want to Perfect Your Company’s Service? Use Behavorial Science

Best Face Forward

About the author

If you need the best practices and ideas for the business challenges you face–but don’t have time to find them–Harvard Business Review books are for you. Each is a collection of HBR’s inspiring and useful perspectives on a specific topic, all in one place.