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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

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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

About the Author

Harvey Thompson is internationally recognized as an authority on how to grow market share and loyal customers by transforming a business—from the outside in—using the external customers’ points of view.

As director and managing principal for IBM Global Services, Customer Value Management Consulting, he built a worldwide network of consultants to help Fortune 500 and Global 1000 senior executives develop an actionable, customer-defined vision of their company as the ideal vendor—and then implement it.

Later, as worldwide executive for IBM Business Innovation Services, Customer Loyalty and Relationship Management, his team developed and patented a suite of customer loyalty offerings to provide clients with a customer-focused strategy ...

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ISBN: 9780133990447Purchase book

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

by Harvey Thompson

About the Author

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.

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