Who stole my customers?

Author: Harvey Thompson
Publisher:
Publish Date: 2004-09-01
Features: Maintaining existing customers is cheaper and more profitable than attracting new ones. But how can existing customers be maintained in fierce market competition! Therefore, starting now, in business activities, you must adopt a customer-centric, outside-in way of thinking. During Lou Gerstner's tenure as Chairman and CEO of IBM, Harvey Thompson led a team to conduct customer-centric business process transformation, helping IBM achieve a historic and far-reaching business revolution. Based on his personal experiences in IBM and other world-class companies, Thompson will take you through exploring how customers have changed, helping you analyze their current needs, which aspects of customer satisfaction truly impact customer loyalty, and the weaknesses in your own business. In this book, Thompson will tell you how to think from the customer's perspective, effectively leverage customer experience to win in the market, and how to achieve "institutionalized" loyalty management, establishing flexible mechanisms that enable customers to resist any temptation from competitors.