The Customer Loyalty Solution : What Works (and What Doesnt) in Customer Loyalty Programs

Packaged goods, xv, 85

Panduit, 208–209, 209

Parts-ordering system, 261, 264–266

Payless Auto Rental, 56

PCs, xiii, 40

Peapod, 39, 43

Penetration analysis, 295–296

Peppers, Don, 43

Performance, measuring multibuyer, 276

Personal greetings, 147

Personal profiles, 5

Personalized catalogs, 272

Personalized communications, 275

Personalized Web sites, 256

Phone matching, reverse, 167–173

Photographs (in marketing), 200

Pools & Patios, 13

Postcard Direct, 200–203

Potential lifetime value, 78–79

Premier Pages, 256–258

Premiums, 45–47

PreVision Marketing, 130–132

Price, focus on, 16–17

Priceline.com, 39

PriceWaterhouseCoopers, 80

Pricing, straddle, 224

Processing function, 301

Procter & Gamble, 84

Product, focus on, 25

Product analysis, 313, 315

Product information, 289

Product managers, 25–26

Profiles, 286–288, 294, 322–336

customer-generated, 328–336

identification of, 313

identifying marketing segments with, 323

information derived from, 322–325

and modeling, 325–328

plan for, 314–315

Profitability, xvii

Promotion:

of B2B catalog with email, 288

of loyalty programs, 227

Promotion plans, 223

Promotions, 96–97

Prospect lifetime value, 79, 308–310

Prospects:

building relationship with, 302–305

identifying, 188–190, 193–195, 297–299

scoring system for, 304–305

Purchases, past, 259, 260

Purchasing officers, 260–261

Pure-play merchants, 39, 48