Who stole my customers

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Features: Maintaining existing customers is cheaper and more profitable than attracting new ones. However, how can existing customers be retained in the fierce market competition! Therefore, starting now, in business activities, you must adopt a customer-centric, outside-in mindset. During Lou Gerstner's tenure as Chairman and CEO of IBM, Harvey Thompson led a team to transform business processes with a customer-centric approach, helping IBM achieve a historic and profound business revolution. Based on his personal experiences at 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 show 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.