e-Loyalty: How to Keep Customers Coming Back to Your Website
Author: Ellen Reid Smith
List Price: $16.99
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ISBN: 0066620708
Publisher: HarperBusiness (15 January, 2000)
Sales Rank: 58,853
Average Customer Rating: 4.57 out of 5
Customer Reviews
Rating: 5 out of 5
This book gave me a plan for designing customer retention
I heard Ms. Smith at a conference and bought her book to get more details on her 7 steps to designing an e-loyalty strategy. The book throughly explains her 7 steps with tons of examples, some of which were really funny (I love humor in a business book). I designed and implemented a customer retention program based on the book and our customer return rate has really soared. Both the customer communications and reward ideas were key in raising our page view and purchase rates. It's a great book for businesses with websites that aren't successful, or for anyone implementing a customer retention program online.
Rating: 2 out of 5
Remarkable light on the substance; disappointing purchase
I read a number of the reviews here and was quite excited to read this book when it came in the mail. Much to my chagrin, the material was very light and pretty much common sense. There were no great insights and a remarkable lack of specific examples. The author discusses her suggestions in generalities, but does not support those suggestions with specific examples forcing the reader to long for clarification on exactly what she is trying to recommend. All in all, a disappointing purchase. This book may have been great in 2000, but today is obsolete.
Rating: 5 out of 5
A great primer for Loyalty
I consult for clients in ebusiness strategy and one of my clients was interested in using a loyalty program to retain clients. With little time on my hands, I needed to become an expert on Loyalty and Ellen's book was the best primer I could find. As a resource, her book provides a great foundation for what loyalty is about, the theory, and the how-to-approach for building a loyalty program. I may be a quick study, but I credit Ellen's book with giving me the knowledge that I needed to be credible with the client in our first meeting. With all the confusion out there about loyalty, and the misperception that everyone has about loyalty=points program, I believe Ellen's is the right book to set you on the right path Similar Products
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