Book description
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.
Table of contents
- Copyright
- Praise for Who Stole My Customer??
- Preface
- Introduction
- Acknowledgments
- About the Author
- 1. Customer Defection: The Case for Action
- 2. Understanding Loyalty: A Pie Pan of Needs
- 3. Integrating Two Views: Opportunity vs. Risk
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4. The Winning Customer Experience
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8. What They Want: Ten Myths About Your Customers
- Myth 1: Our customers want the lowest price—period.
- Myth 2: We know what our customers want (or don’t want).
- Myth 3: Customers cannot envision what does not exist; focus groups are a waste of money and, besides, no Sony customer ever envisioned the WalkMan.
- Myth 4: Customers do not want to be telephoned at home—always.
- Myth 5: Customers do not want to be sold to when they telephone for service.
- Myth 6: Customers do not want to give us information about themselves.
- Myth 7: Customers who call hate to be transferred.
- Myth 8: An apology is never enough (so we don’t do it).
- Myth 9: Our customers and their needs are unique.
- Myth 10: We know what our customers need (not want . . . need).
- Exercise: You Are the Customer
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9. What They Need: Customer Visioneering
- Lack of Courtesy: First Among the Major Drivers of Defection
- Competence: Typically Second Among Drivers of Defection
- A Rising Expectation: Knowledgeable Point of Contact
- A Simple-Sounding Expectation: Responsiveness
- The Ultimate Want: Tailored and Personalized Offerings
- The Ultimate Need: A Solution—Not a Product, Not a Service
- Exercise: You Are the Customer
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10. What You Must Do: Institutionalize Loyalty
- Lesson 1: A Case for Action and Buy-In (vs. Lack of Urgency!)
- Lesson 2: Actionable Customer Input (vs. We Know What Customers Want!)
- Lesson 3: Enterprise-Wide Executive Ownership (vs. Optimize My Silo!)
- Lesson 4: Cultural Transformation and Teaming (vs. Knowledge Is Power!)
- Summary: Learning from Experience
- Exercise: You Are the Customer
- Who Stole My Customer??
-
8. What They Want: Ten Myths About Your Customers
Product information
- Title: Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty
- Author(s):
- Release date: February 2004
- Publisher(s): Pearson
- ISBN: 0131453564
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