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Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty von Harvey Thompson

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson

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Zusammenfassung

This is a complete guide to planning and implementing customer loyalty process that really works because they're built around what customers really want. Readers will systematically discover the real drivers of customer loyalty in their business, so they can focus their customer relationship investments for maximum value.

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Zusammenfassung

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson

Who's stealing your customers? Why is it happening? How can you stop it? These are the toughest questions facing virtually every enterprise. Who Stole My Customer?? is your complete guide to planning and implementing customer loyalty processes that really work-because they're built around what your customers really want.

Harvey Thompson helps you view your business and its processes through your customer's eyes ... and you might be shocked at what you see. You'll systematically discover the real drivers of customer loyalty in your business, so you can focus your customer relationship investments for maximum value. Drawing on his unsurpassed experience at IBM and other world-class enterprises, Thompson shows exactly how to rebuild every touchpoint around your customer's needs ... and overcome every obstacle that stands in your way.

You won't just improve customer retention for a quarter or two: you'll build resilient customer relationships that resist competition for years to come.

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Bewertungen

Über Harvey Thompson

Harvey Thompson is a leading executive consultant who specializes in helping major companies become more customer-centric and customer-preferred. He formerly served as IBM's Global Executive for customer-focused business strategy and design, where he led the development and deployment of innovative, customer-focused business process improvement approaches that have been used successfully throughout IBM and other Fortune 500 and Global 1000 companies worldwide.

An internationally respected expert on customer loyalty, Thompson has been published, interviewed, and/or cited by publications such as Newsweek, The Economist, Investor's Business Daily, PC Week, and The Journal of Business Strategy. He serves as an editorial board member for the Europe-based Journal of Financial Services Marketing.

He has been a regular guest/executive lecturer at the Advanced Business Institute in New York and the International Executive Education Centers in Brussels, Belgium and Milan, Italy, and often serves as keynoter or featured speaker at professional conferences on customer service or customer relationship and loyalty management throughout Europe, Asia, and North America.

Inhaltsverzeichnis



Preface.


Introduction.

I. CUSTOMER DEFECTION: THE CASE FOR ACTION.

1. When Prior Strengths Become Your Weaknesses.
2. A Boutique, Alternative Strategy of the 1990s.
3. A Survival Issue and Strategic Imperative of the 2000s.

II. UNDERSTANDING LOYALTY: A PIE PAN OF NEEDS.

4. Product vs Service Slices.
5. Customer Segmentation and Targeting.

III. INTEGRATING TWO VIEWS: OPPORTUNITY VS RISK.

6. Opportunity: The Customer View.
7. Risk: The Company Culture.

IV. THE WINNING CUSTOMER EXPERIENCE.

8. What They Want: Ten Myths about Your Customers.
9. What They Need: Customer Visioneering.
10. What You Must Do: Institutionalize Loyalty.
Epilogue.
Who Stole My Customer??
Acknowledgments.
About the Author.
Index.

Zusätzliche Informationen

GOR008589419
9780131453562
0131453564
Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty Harvey Thompson
Harvey Thompson
Gebraucht - Sehr Gut
Gebundene Ausgabe
Pearson Education (US)
20040304
224
N/A
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