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Author:
Publisher:
ISBN:
Category : Printing industry
Languages : en
Pages : 408
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Book Description
Author: Joey Coleman
Publisher: Penguin
ISBN: 0735220034
Category : Business & Economics
Languages : en
Pages : 370
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Book Description
Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer. Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences. While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding. In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship. Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle. In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone. In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display). In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals. Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%. Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries. His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.
Author: Ellen Reid Smith
Publisher: HarperCollins Publishers
ISBN:
Category : Business & Economics
Languages : en
Pages : 312
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Book Description
"No matter which segment of the online economy you hail from, this is the essential handbook for initiating, cultivating, and extending that rarest of company assets: e-loyalty."--BOOK JACKET.
Author: Bryan Pearson
Publisher: Penguin
ISBN: 0698138236
Category : Business & Economics
Languages : en
Pages : 110
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Book Description
The bestselling author of The Loyalty Leap applies the principles of customer intimacy to a business-to-business context. Since the publication of New York Times bestseller The Loyalty Leap, Bryan Pearson’s customer loyalty approach to marketing has changed the way many organizations use their customer data. Small coffee shops and large corporations have applied the Loyalty Leap principles to effectively deliver mutual value to customers. But many readers have asked the same question: “How can I apply these lessons in a business-to-business context?” While the principles outlined in The Loyalty Leap hold true whether the customer is an individual or a business, the application of the Loyalty Leap steps can vary. While an individual might respond favorably to one sales pitch, a large corporation with a complicated sales chain might respond very differently. Drawing on his own experience and extensive research, Pearson helps B2B marketers avoid the pitfalls of loyalty marketing to businesses. He helps marketers segment their market into small business, large enterprise, and channel marketers, and explains how a customer loyalty plan can be adapted for each segment. Sharing case studies of successful B2B loyalty initiatives from leaders such as American Express, PHX, Teradata and Salesforce.com, he shows that B2B organizations can successfully take The Loyalty Leap. The Loyalty Leap for B2B is a practical guide that will help you cultivate loyalty among your business customers.
Author: Albert O. Hirschman
Publisher: Harvard University Press
ISBN: 9780674276604
Category : Business & Economics
Languages : en
Pages : 180
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Book Description
An innovator in contemporary thought on economic and political development looks here at decline rather than growth. Albert O. Hirschman makes a basic distinction between alternative ways of reacting to deterioration in business firms and, in general, to dissatisfaction with organizations: one, “exit,” is for the member to quit the organization or for the customer to switch to the competing product, and the other, “voice,” is for members or customers to agitate and exert influence for change “from within.” The efficiency of the competitive mechanism, with its total reliance on exit, is questioned for certain important situations. As exit often undercuts voice while being unable to counteract decline, loyalty is seen in the function of retarding exit and of permitting voice to play its proper role. The interplay of the three concepts turns out to illuminate a wide range of economic, social, and political phenomena. As the author states in the preface, “having found my own unifying way of looking at issues as diverse as competition and the two-party system, divorce and the American character, black power and the failure of ‘unhappy’ top officials to resign over Vietnam, I decided to let myself go a little.”
Author: Mathew A. Foust
Publisher: Fordham Univ Press
ISBN: 0823242692
Category : Philosophy
Languages : en
Pages : 233
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Book Description
This work engages Royce's moral theory, revealing how loyalty rather than being just one virtue among others, is central to living a genuinely moral and meaningful life. Foust shows how the theory of loyalty Royce advances can be brought to bear on issues such as the partiality/impartiality debate in ethical theory.
Author: Jeffrey H. Gitomer
Publisher: Bard Press (TX)
ISBN:
Category : Business & Economics
Languages : en
Pages : 330
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Book Description
A nationally syndicated columnist and sales trainer shows how to convert "satisfied" customers into "loyal" customers. Includes real-world techniques, helpful checklists, inspiring stories, and thought-provoking self-tests.
Author:
Publisher:
ISBN:
Category : Printing industry
Languages : en
Pages : 408
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Author:
Publisher:
ISBN:
Category :
Languages : en
Pages : 678
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Book Description
Author: Charles Todd
Publisher: HarperCollins
ISBN: 0062905554
Category : Fiction
Languages : en
Pages : 372
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Book Description
"Todd's astute character studies . . . offer a fascinating cross section of postwar life. . . . A satisfying puzzle-mystery." — The New York Times Book Review Scotland Yard Inspector Ian Rutledge is assigned one of the most baffling investigations of his career: an unsolved murder case with an unidentified victim and a cold trail with few clues to follow A woman has been murdered at the foot of a megalith shaped like a great shrouded figure. Chief Inspector Brian Leslie, one of the Yard’s best men, is sent to investigate the site in Avebury, a village set inside a prehistoric stone circle not far from Stonehenge. In spite of his efforts, Leslie is not able to identify her, much less discover how she got to Avebury—or why she died there. Her killer has simply left no trace. Several weeks later, when Ian Rutledge has returned from successfully concluding a similar case with an unidentified victim, he is asked to take a second look at Leslie’s inquiry. But Rutledge suspects Chief Superintendent Markham simply wants him to fail. Leslie was right—Avebury refuses to yield its secrets. But Rutledge slowly widens his search, until he discovers an unexplained clue that seems to point toward an impossible solution. If he pursues it and he is wrong, he will draw the wrath of the Yard down on his head. But even if he is right, he can’t be certain what he can prove, and that will play right into Markham’s game. The easy answer is to let the first verdict stand: Person or persons unknown. But what about the victim? What does Rutledge owe this tragic young woman? Where must his loyalty lie?
Author:
Publisher:
ISBN:
Category : Clerks
Languages : en
Pages : 780
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Book Description
