Essential reading

  • Loyalty Marketing: The Second Act
    Brian Woolf
    Raphel Marketing
  • Loyalty Rules!
    Frederick F. Reichheld
    Bain & Company, Inc.
  • The Customer Delight Principle
    By Timothy Keiningham and Terry Vavra NTC/Contemporary Publishing
  • Loyalty Marketing for the Internet Age
    By Kathleen Sindell, Ph.D. Dearborn Trade Press, Chicago, IL, 2000.
  • Customer Specific Marketing: The New Power in Retailing
    by Brian P. Woolf, Teal Books, Greenville, SC, 1996.
  • Customer Clubs and Loyalty Programmes: A Practical Guide
    Stephan A Butscher, Ashgate Publishing Company, 1998.
  • The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value
    Fredrick F. Reichheld, Harvard Business School Press, 1996.
  • Customer Bonding, Pathway to Lasting Customer Loyalty
    Richard Cross and Janet Smith, NTC Business Books, Lincolnwood, Il: 255 pp, 1995.
  • The One-to-One Future: Building Relationships One Customer at a Time
    Don Peppers and Martha Rogers, Ph.D., Doubleday, 1540 Broadway, New York, NY 10036, 1993.
  • Relationship Marketing: Successful Strategies for the Age of the Customer
    Regis McKenna, Addison Wesley Publishing Company, Inc., Reading, MA, 1991.