December 2014
Beginner to intermediate
224 pages
4h 38m
English
book
Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty, Second Edition
by Harvey Thompson
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Contents
PART I The Case for Action: Customer Defection
Chapter 1 When Prior Strengths Become Your Weaknesses
Chapter 2 When the World Changes and You Do Not
Chapter 3 When Customers Leave
PART II Understanding Loyalty: A Pie Pan of Needs
Chapter 4 Product versus Service Slices
Chapter 5 Customer Segmentation and Targeting
PART III Integrating Two Views: Opportunity versus Risk
Chapter 6 Opportunity: The Customer View
Chapter 7 Risk: The Company Culture
PART IV The Winning Customer Experience
Chapter 8 What They Want: Ten Myths About Your Customers
Chapter 9 What They Need: Solutions
Chapter 10 The Next Strategic Leap: Company and Customer Co-Innovation