Argues that customer service can be a competitive edge, and offers advice on impressing customers and winning their loyalty

Up the Loyalty Ladder

Business & Money

Raphel, Murray

el, Neil Raphel

Management & Leadership

Harpercollins

Up the Loyalty Ladder: Turning Sometime Customers into Full-Time Advocates of Your Business

Raphel, Neil

HarperBusiness

The Do-It-Yourself Direct Mail Handbook

Phase Three Publishing

Successful businessman and direct mail expert Murray summarizes a lifetime of selling success with 52 selling rules, one for each week of the year. Selling Rules! is an easy read, filled with humor and wisdom and illustrations that enhance each rule.

Selling Rules!

Marketing & Sales

Brigantine Media

The Idea Book

Pellon, Dick

Economics

Murray Raphel Remembers is the autobiography of one of the world's leading speakers on marketing, advertising, and promotion. This personal memoir includes some of Murray's top retail promotions as well as his memories of his family and travels and speaking career.

Murray Raphel Remembers

Your company is in your customer’s hands. Essential reading that offers business managers a strategic plan to attract new customers and secure the business of existing ones. Readers will learn important ways of achieving customer loyalty, from developing a customer-driven culture and establishing customer trust to incorporating loyalty initiatives and responding to customer complaints. • Loyalty program membership exceeded a rate of 30% between 2000 and 2003 • The top 20% of a company’s customers account for 80% of sales • Top customers spend 50 times more than casual customers • Frequent flier/shopper programs are more popular than ever

The Complete Idiot's Guide to Winning Customer Loyalty

Raye, Janis

Processes & Infrastructure

Alpha

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Books by Raphel, Murray