Customer loyalty : how to earn it, how to keep it / Jill Griffin ; foreword by Robert T. Herres.

Customer loyalty : the way to many happy returns
A closer look at loyalty
Growing a loyal customer : the seven key stages
Turning suspects into qualified prospects
Turning qualified prospects into first-time buyers
Turning first-time buyers into repeat customers
Turning repeat customers into loyal clients
Turning loyal clients into advocates
Customer loss : how to prevent it and what to do when it strikes
How to develop a loyalty-driven culture in your company
The twelve laws of loyalty.