| Description |
1 online resource (xiv, 210 pages) : illustrations |
| Note |
Includes index. |
| Contents |
pt. 1. Customer Defection: The Case for Action -- Ch. 1. When Prior Strengths Become Your Weaknesses -- Ch. 2. Boutique, Alternative Strategy of the 1990s -- Ch. 3. Survival Issue and Strategic Imperative of the 2000s -- pt. 2. Understanding Loyalty: A Pie Pan of Needs -- Ch. 4. Product vs. Service Slices -- Ch. 5. Customer Segmentation and Targeting -- pt. 3. Integrating Two Views: Opportunity vs. Risk -- Ch. 6. Opportunity: The Customer View -- Ch. 7. Risk: The Company Culture -- pt. 4. Winning Customer Experience -- Ch. 8. What They Want: Ten Myths About Your Customers -- Ch. 9. What They Need: Customer Visioneering -- Ch. 10. What You Must Do: Institutionalize Loyalty -- Epilogue: Who Stole My Customer? |
| Summary |
Current customers are up to nine times as profitable as new ones, but keeping customers has never been tougher. It's time you developed a customer-defined, outside-in vision of your business, plus the capabilities and infrastructure to make it real. Thompson led customer-focused process improvement at Lou Gerstner's IBM, helping to drive one of the greatest transformations in business history. Drawing on his experiences with IBM and other world-class enterprises, he'll help you discover how your customers have changed, what they're expecting now, which facets of customer satisfaction actually drive loyalty ... and where you're most vulnerable. Next, Thompson will show how to engineer a winning customer experience around your customer's view of the world, and how to "institutionalize" loyalty, making it resilient enough to resist virtually any competitor |
| Subject |
Customer loyalty.
|
|
Customer relations.
|
|
Consumer satisfaction.
|
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Consommateurs -- Fidélité. |
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Consommateurs -- Satisfaction. |
|
Consumer satisfaction |
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Customer loyalty |
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Customer relations |
| Added Title |
Winning strategies for creating and sustaining customer loyalty |
| Other Form: |
Print version: Thompson, Harvey. Who stole my customer??. Upper Saddle River, NJ : Pearson Prentice Hall, ©2004 9780131453562 (DLC) 2003066028 (OCoLC)53793544 |
| ISBN |
0132045036 (electronic bk. ; Adobe Reader) |
|
9780132045032 (electronic bk. ; Adobe Reader) |
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