The Hidden Power of Your Customers: Four Keys to Growing Your Business Through Existing Customers

HOW TO READ THIS BOOK

The Hidden Power of Your Customers is outlined according to the four keys—R-O-C-K—just defined. Use these keys to help you unlock the hidden power of your customers.

The book is designed so that a variety of readers will benefit from the material it presents. For example:

• Business leaders whose companies have reached a plateau in growth and know they need to try a different approach.
• Business managers who don't understand why their companies are not growing even though they keep bringing in new customers.
• Sales teams whose members are so focused on chasing leads they forget about their existing customers.
• CEOs who want to stop the leakage of their best customers to their competitors.
• Marketing managers who scramble to keep up with customer rants via social media outlets.
• Small business owners who want to understand why their “great customer service” isn't enough.
• Customer service teams that want to create a consistent customer experience that lasts longer than the last training session.

In short, anybody who wants to build their business on their existing customers.

In addition, executives and cross-functional teams from larger enterprises will gain value either from reading the book from start to finish or from zooming in on chapters and sections that focus on where they feel their organizations have the greatest need for improvement. The case studies in Chapters 2, 4, 7, 10, and 11 will be of particular interest to this group of readers as they focus on ...