Foreword (General Robert T. Herres, USAF (Ret.), Chairman, USAA).

About the Author.

Preface.

Acknowledgments.

1. Customer Loyalty: The Way to Many Happy Returns.

2. A Closer Look at Loyalty.

3. Growing a Loyal Customer: The Seven Key Stages.

4. Turning Suspects into Qualified Prospects.

5. Turning Qualified Prospects into First-Time Buyers.

6. Turning First-Time Buyers into Repeat Customers.

7. Turning Repeat Customers into Loyal Clients.

8. Turning Loyal Clients into Advocates.

9. Customer Loss: How to Prevent It and What to Do When It Strikes.

10. How to Develop a Loyalty-Driven Culture in Your Company.

The Twelve Laws of Loyalty.

References.

Company Index.

Subject Index.

Jill Griffin Wants Your Stories.