This book offers the first comprehensive exploration of frequent flyer programs. By combining academic research with extensive insights and examples from the actual business world, it explores the key drivers and strategies of airline loyalty marketing today in an unprecedented manner. Strategy in Airline Loyalty also explores how the programs have evolved over time from marketing programs to financial powerhouses, identifying both the catalysts for change, as well as the strategic options and underlying trade-offs available to airlines. Covering diverse angles ranging from behavioral economics, to accounting, and structural design, the book reviews every core aspect of frequent flyer programs and offers extensive frameworks and definitions. The book provides a useful and complete reference for researchers, and helps those interested in frequent flyer programs to develop a better understanding of their past, present and future.

Written by two highly successful business coaches and management consultants, this book explains how to improve profitability by focusing on turning a business's already satisfied customers into highly satisfied customers by removing their sense of risk. The authors also provide a fail-safe method for identifying the risks inherent in your business. Every business owner or manager knows that creating satisfied customers is key to establishing customer loyalty and building a business. But many are applying the wrong strategy in trying to achieve customer loyalty: instead of focusing on consistent execution of the company's value proposition on a day-to-day basis, they waste their efforts constantly chasing after new customers or trying to address every complaint. Using research to demonstrate how striving to turn merely satisfied customers into highly satisfied customers significantly affects loyalty behaviors and in turn boosts profits, Capturing Loyalty lays out a new approach to a very old problem. Additionally, it presents a blueprint for identifying the perceived risks to consumers inherent in your business—many of which are not readily apparent to the casual or even invested observer—and explains how to minimize those risks. Authors Larson and McClellan explain why trying to ensure 100% customer satisfaction is not the path to achieving customer loyalty, and that the reality is that customer dissatisfaction is rarely the result of an error a business has made—two concepts that many initially find counterintuitive. You'll learn how to offer your company's products and services in a manner that creates highly satisfied customers, understand the true value and vast economic benefits of having highly satisfied customers, and see why highly satisfied customers are actually cheaper to serve than others. The book presents a clear and comprehensive plan for creating a loyalty initiative suitable to your business and cascading it through your entire organization, from the C-suite to the line employees.

Discusses the newest marketing concepts. The Guru name is synonymous with expert, candid advice. The Guru format provides an easy reference to a wide range ofideas and practices.

A practical, put-it-to-work-now guide for understanding, building and fostering a Fiercely Loyal community of clients, customers and raving fans. Building and sustaining a fiercely loyal community of clients, customers and raving fans is critical for success in today's turbulent marketplace. Organizations, both corporate and non-profit, that are thriving have discovered a secret - the underlying DNA shared by all wildly successful communities. Fierce Loyalty unlocks this secret DNA and lays out a clear model that any organization of any size can follow. Business strategist Sarah Robinson helps you break down the process and gives you clear, specific steps for creating and maintaining a fiercely loyal, wildly successful community and put it squarely in the center of your business plan. Drawing on her own extensive experience as well as her research into the inner working of some of the most successful communities around, Sarah de-mystifies the process and gives you exactly what you need to make Fierce Loyal happen in your organization.

Southwest Airlines has a secret sauce, namely its incredible workforce of leaders at all levels. Lessons in Loyalty is an insider's clear, concise and energizing teachable point of view on how to build such a winning team.

#1 New York Times Bestseller now in paperback with new material The inspiration for The Comey Rule, the Showtime limited series starring Jeff Daniels premiering September 2020 In his book, former FBI director James Comey shares his never-before-told experiences from some of the highest-stakes situations of his career in the past two decades of American government, exploring what good, ethical leadership looks like, and how it drives sound decisions. His journey provides an unprecedented entry into the corridors of power, and a remarkable lesson in what makes an effective leader. Mr. Comey served as director of the FBI from 2013 to 2017, appointed to the post by President Barack Obama. He previously served as U.S. attorney for the Southern District of New York, and the U.S. deputy attorney general in the administration of President George W. Bush. From prosecuting the Mafia and Martha Stewart to helping change the Bush administration's policies on torture and electronic surveillance, overseeing the Hillary Clinton e-mail investigation as well as ties between the Trump campaign and Russia, Comey has been involved in some of the most consequential cases and policies of recent history.

The most powerful tool for marketing, branding, direct response, and building customer relationships is email. It's cheap, easy-to-use, and almost everybody on the Internet has an email address. The only problem is that not everyone knows how to use it correctly. Sending out a bad email not only discourages potential customers but can also damage your brand and your reputation. Written by the leading experts on Internet direct marketing and permission email marketing, this book arms you with the latest email strategies and techniques to help you dramatically improve response rates and forge lasting customer relationships. The authors provide a comprehensive introduction to what email marketing is and how it can be used to reach a larger group of people at a lower cost. You'll discover the ins and outs of creating an effective email marketing strategy and how it can play a significant role with your customers. And you'll find a collection of valuable templates that will help you get started immediately! This book takes you step-by-step through the process of creating a successful permission email marketing campaign. Inside, you'll learn how to: Develop a campaign strategy Write an email masterpiece Reach your target audience Enhance a campaign for a better response rate Measure the success of email marketing strategies Advertise on other people's electronic newsletters Host your own discussion group

Named the Best Thriller of 2022 by The Real Book Spy Mitch Rapp confronts a very different kind of killer in this explosive “and entertaining from the first page to the last” (The Providence Journal) addition to Vince Flynn’s #1 New York Times bestselling series, written by Kyle Mills. With President Anthony Cook convinced that Mitch Rapp poses a mortal threat to him, CIA Director Irene Kennedy is forced to construct a truce between the two men. The terms are simple: Rapp agrees to leave the country and stay in plain sight for as long as Cook controls the White House. In exchange, the administration agrees not to make any moves against him. This fragile détente holds until Cook’s power-hungry security adviser convinces him that Rapp has no intention of honoring their agreement. To put him on the defensive, they leak the identity of his partner, Claudia Gould. As Rapp races to neutralize the enemies organizing against her, he discovers that a new type of assassin is on her trail. Known only as Legion, the shadowy killer has created a business model based on double-blind secrecy. Neither the assassin nor the client knows the other’s identity. Because of this, Legion can’t be called off nor can they afford to fail. No matter how long it takes—weeks, months, years—they won’t stand down until their target is dead. Faced with the seemingly impossible task of finding and stopping Legion, Rapp and his people must close ranks against a world that has turned on them in this white-knuckled thriller filled with “plenty of action and political intrigue” (Booklist).

Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.