The Customer Loyalty Solution : What Works (and What Doesnt) in Customer Loyalty Programs
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Bain & Company, 31
Bank of America, 280
Banking, 25, 50–51
Banner ads, 43
Barnes & Noble, 3, 39
Behavior, customer:
and customer surveys, 330–332
and loyalty programs, 224–225
Behavior changes, communications and, 116–118
Behavioral data, 166
Behavioral segmentation model, 232
BenefitMall.com, 195–200, 210, 212
Blockbuster Video, 240
BMD, 305
BMW, 302–305, 318, 320, 321, 342, 355
Boeing, 86, 87, 261, 263–266, 268
Borders, 39
"Bricks and click" merchants, 39
Brilliant, Brian, 305, 306
Brooks, 48–49
Brostoff, Mike, xix
Brostoff, Scott, 188
Budget, 56
Business customers, 187–211
BenefitMall example, 195–200
inventory-management example, 208–209
next best product of, 190–193
Postcard Direct prospecting example, 200–203
pros and cons of selling to, 187
shipping partnership example, 209–210
and supply chain management, 204–208
top ten prospects, identifying, 188–190, 193–195
travel agent example, 203–204
Business-to-business catalogs, 285–290
customer profiles for, 286–288
email marketing for, 288–290
setup costs, 288
Business-to-business communications, xiv, 109–110
Business-to-business marketers, 5
Business-to-business relationship building, 109–110
Business-to-business Web transactions, 52–53, 256–258
Buy.com, 120
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