Once a customer, always a customer : how to deliver customer service that creates customers for life / Chris Daffy.

Includes bibliographical references.

Introduction: Back to the Future -- The Need for Customer Obsession -- Customers Are the Business -- Lifetime Customer Value and Loyalty -- Predictable - and Manageable - Customer Reactions to Service -- Delighted Customers -- Managing Customer Perceptions -- Getting Customer Feedback -- Employees Are Also Customers -- Customer Care Strategies, Systems and Standards -- Customer Care and Leadership -- From Success to Failure: The Danger of Complacency -- Bottom-line Benefits of Customer Care -- From Words to Action -- Finding the Funding -- E-Service.com -- Conclusion: Just Do It! --Epilogue: Let's Talk

Using simple language, real-life examples, graphs and checklists, this book explains how to deliver exceptional customer service in order to differentiate your business from those of your competitors.