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The Loyalty Leap: Turning Customer Information Into Customer Intimacy Hardcover – 2012

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Product Details

  • Hardcover
  • Publisher: Portfolio Hardcover (2012)
  • Language: English
  • ISBN-10: 1591844916
  • ISBN-13: 978-1591844914
  • Product Dimensions: 15.9 x 2.5 x 23.5 cm
  • Shipping Weight: 454 g
  • Amazon Bestsellers Rank: #1,254,748 in Books (See Top 100 in Books)
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Most Helpful Customer Reviews on (beta) 9 reviews
2 of 2 people found the following review helpful
The Loyalty Leap May 28 2012
By Charlie - Published on
Format: Hardcover
Finally, someone talking real sense about customer loyalty. Consultants mystify customer experience as if it's this magical thing or chocolates on your pillow, but as Bryan Pearson rightly says in his book, it comes down to using the customer information you have to change the way you manage your business. I like this book because it's a practical, common sense approach that any company can use to create competitive advantage, even a small or medium sized business like mine.
2 of 2 people found the following review helpful
A timely topic for businesses today May 28 2012
By Kelly H. - Published on
Format: Hardcover
The topic that Bryan Pearson covers in The Loyalty Leap is one that all businesses should consider right now. In a business environment that is increasingly commoditized, the downward pressure on prices and margins has never been greater. So, Bryan Pearson's call for a strategic game-changer to use customer knowledge to deliver more relevant experiences is an apt path to greater customer loyalty.
Interesting, informative, easy to read July 4 2012
By Anonymous - Published on
Format: Hardcover
The Loyalty Leap is an interesting high-level read providing insight into the benefits, huge positive potential, and risks of companies using customer data to interact in a more intimate and, Brian argues, more effective way with their customers. To a customer, this is a great book to see how your data is used and managed. To a business, it provides valuable insights into the benefits of good data management.

Consumer insights are blended with marketing concepts to create a clear, well-rounded view of customer loyalty. To cement these concepts, Brian uses several clear examples to show real triumphs and failures in this area. His long-standing tenure with Loyalty One, and experience in the loyalty marketing space overall is visible in the depth within clear, simply explained insights. An easy, concise and interesting read.

This book seems to be geared towards the larger corporation. The limited examples of tools for small businesses, and methods for producing customer insights without "big data" may leave the over two-million small businesses in Canada feeling a little excluded, despite there being a lot to learn from the customer intimacy in a well-run small business. Having said that, the concepts discussed are generally universal, despite the logistics and examples being primarily `big-business' focused.

The views expressed in this book are well balanced overall, however Brian Pearson's (in many ways justified) devotion to Loyalty One may leave the reader wondering if descriptions of Loyalty One and his experiences may be influenced by where his own loyalty lies. This is not a bad thing, but rather further demonstrates the effectiveness of the concepts in The Loyalty Leap. After all, Brian's loyalty shows his own practical belief in the tools discussed in his book.
1 of 1 people found the following review helpful
awesome Feb. 12 2014
By John-Paul McLean - Published on
Format: Kindle Edition Verified Purchase
A very good understanding of the problems we face as marketers and a great respect for the customer and the data we use on them.
A Must Read for B2B Marketers Aug. 10 2013
By J. Z. Mcbride - Published on
Format: Kindle Edition Verified Purchase
Pearson's e-book follow-up to "The Loyalty Leap" provides practical advice for companies who want to build customer loyalty in the information age. The book demonstrates how the same six steps work in the B2B environment whether your a large enterprise, small business or sell via a sales channel (brokers, dealers, etc.) The final chapters include recent case studies from B2B companies including American Express, PHX, Terradata and that show Pearson's loyalty principles in action.

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