O'Reilly logo

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

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Index

A

access channels, distribution channels versus, 81-89

airline industry example (services for high-value customers), 134

Anheuser-Busch, 155

apologies, 105, 121

Archimedes, 116

arrogance, 9-12

attractors, 117

attrition. See retention of customers

automobile company example

customer retention versus customer acquisition, 31-34

customer segmentation, 58-59

strengths as weaknesses, 9-12

B

banking industry example

beliefs about customer needs and wants, 95-98

company culture, 81-85

wants versus needs, 115

beliefs about customer needs and wants, 95-98

“apologies are never enough (so we don’t do it),” 105

“customer cannot envision what does not exist,” 101-102

“customers do not want to be sold to when they telephone for service,” 103

“customers ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required