Customer Loyalty Building at an award winning publisher

Many customers of the Concordia Publishing House (CPH), a US religious publisher, and winner of the 2011 Malcolm Baldrige National Quality Award, considered themslves to be “owners” of CPH because they were members of the Missouri Synod of the Lutheran Church (LCMS). CPH encouraged loyalty by actively and directly listening to its customers; participating with them in national, district, and local ministries of the church; and engaging them in the publishing process as authors, editors, revi...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.1 Build customer relationships