book

Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty, Second Edition

by Harvey Thompson

December 2014

Beginner to intermediate

224 pages

4h 38m

English

Pearson

Read now

Unlock full access

Basic Drivers of Customer Loyalty
Myth 1: Our Customers Want the Lowest Price—PeriodMyth 2: We Know What Our Customers Want (or Don’t Want)Myth 3: Customers Cannot Envision What Does Not ExistMyth 4: Customers Do Not Want to Be Telephoned at Home—AlwaysMyth 5: Customers Do Not Want to Be Sold to When They Telephone for ServiceMyth 6: Customers Do Not Want to Give Us Information about ThemselvesMyth 7: Customers Who Call Hate to Be TransferredMyth 8: An Apology Is Never Enough (So We Don’t Do It)Myth 9: Our Customers and Their Needs Are UniqueMyth 10: We Know What Our Customers Need (Not Want...Need)
Lack of Courtesy: First Among the Major Drivers of DefectionCompetence: Typically Second Among Drivers of DefectionA Rising Expectation: Knowledgeable Point of ContactA Simple-Sounding Expectation: ResponsivenessThe Ultimate Want: Tailored and Personalized OfferingsThe Ultimate Need: A Solution—Not a Product, Not a Service
Lesson 1: A Case for Action and Buy-In (vs. Lack of Urgency and Inertia!)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!”)Lesson 5: Customer-Activated Management System (vs. a Co-Innovation Initiative!)Summary

Content preview from Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty, Second Edition

Editor-in-Chief: Amy NeidlingerOperations Specialist: Jodi KemperCover Designer: Alan ClementsManaging Editor: Kristy HartSenior Project Editor: Lori LyonsCopy Editor: Krista Hansing Editorial ServicesProofreader: Kathy RuizSenior Indexer: Cheryl LenserCompositor: Nonie RatcliffManufacturing Buyer: Dan Uhrig

For information about buying this title in bulk quantities, or for special sales opportunities (which may include electronic versions; custom cover designs; and content particular to your business, training goals, marketing focus, or branding interests), please contact our corporate sales department at corpsales@pearsoned.com or (800) 382-3419.

For government sales inquiries, ...

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.

Start your free trial

Publisher Resources

ISBN: 9780133990447Purchase book

Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty, Second Edition

by Harvey Thompson

Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.

You might also like