E-Loyalty by Ellen Reid Smith

Ellen Reid has a lot of experience with loyalty programs, for example, she was responsible for the loyalty program of an Airline company. and her knowledge truly shines in this book. She has taken her knowledge to new heights by taking Loyalty "on-line". Completely in style she calls it e-loyalty.

This book has given me the insight that you run hard for all your customers, but that you should run your socks of for your most valuable customers. If you cannot please them all, make sure you pamper the customers that add the most value to your company! One quote I really liked was "Design your website for your average customers, and that's exactly what you'll get... average customers".

This book is not a very easy read, but the continual focus on customer loyalty and customer retention is refreshing.

I especially liked the 3rd part of the book - Making e-loyalty a Reality for Your Website. It's a very doable 9 step outline of how to conceive an e-loyalty strategy from concept to setting up an implementation timeline. But the 2nd part on humanizing the loyalty effort is also a good eye-opener.

When I got this book, Ellen Reid Smith wrote inside, "Be e-loyal!" and if she keeps writing Internet Marketing books like this, I will! Highly recommended.

Check out the accompanying website, www.e-loyaltyresource.com

 

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