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Author: Manzie R, Lawfer
Publisher: Red Wheel/Weiser
ISBN: 1632658410
Category : Business & Economics
Languages : en
Pages : 298
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Book Description
Loyal customers are the most important asset of any company-more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and highly profitable. This book is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again...and tell the world why everyone else should buy from you too! Learning how to retain customers is important and profitable. Even a seemingly negligible increase in repeat business-just five percent-produces a whopping 60 percent increase in profits. The practical advice in Why Customers Come Back is based on the real buying habits of real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them...right now.
Author: Manzie R, Lawfer
Publisher: Red Wheel/Weiser
ISBN: 1632658410
Category : Business & Economics
Languages : en
Pages : 298
Get Book Here
Book Description
Loyal customers are the most important asset of any company-more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and highly profitable. This book is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again...and tell the world why everyone else should buy from you too! Learning how to retain customers is important and profitable. Even a seemingly negligible increase in repeat business-just five percent-produces a whopping 60 percent increase in profits. The practical advice in Why Customers Come Back is based on the real buying habits of real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them...right now.
Author: Shep Hyken
Publisher: Sound Wisdom
ISBN: 1640953027
Category : Business & Economics
Languages : en
Pages : 217
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Book Description
How do you build a business that thrives during good times and bad? Is there a strategy that can set up your company up for success, no matter what curveballs the world may throw your way? There is: Turn customers into repeat customers, and turn repeat customers into loyal customers. Renowned customer service and experience expert Shep Hyken maintains that delivering an amazing customer service experience that keeps customers coming back for more is everyone’s job. Customer service is not a department. It’s not just for people on the front lines. It’s the responsibility of everyone in the organization, from the CEO or owner of a business to the most recently hired employee. It’s the result of a customer-focused philosophy that must be baked into the culture. And it is what separates you from your competition. In I’ll Be Back you will learn… How to design and create an experience that gets customers to return, again and again The one trackable trend that leaders must monitor every morning The difference between repeat customers and loyal customers How to build the I’ll Be Back culture How delivering an amazing customer experience is within the reach of every organization The two simple words that are the secret to every customer service program Why most “loyalty programs” fail to create customer loyalty How to personalize the customer experience Why setting up or expanding self-service and digital customer service choices are is a must, not an option Ten loyalty killers that can terminate your relationship with your customers And much more! This book includes the must-have tools, tactics and strategies you need to get your customers to say, “I’ll be back!”
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Category :
Languages : en
Pages :
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Book Description
Author: Donna Greiner
Publisher: Crown Currency
ISBN: 0307553957
Category : Business & Economics
Languages : en
Pages : 237
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Book Description
Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to: ·Creating products/services tailored to your customers' needs ·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!
Author: CHAMPY
Publisher: Financial Times/Prentice Hall
ISBN: 9780132947138
Category :
Languages : en
Pages : 192
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Book Description
8 POWERFUL WAYS TO INSPIRE TODAY''S TOUGH CUSTOMERS IN TOUGH TIMES AND MAKE THEM STICK! "With Jim Champy''s well-proven gift for keen management analysis, today''s essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and-most important-usable." Alan Spoon, Managing General Partner, Polaris Venture Partners "If you love the game of business, you''d be hard pressed to find a book with more ''good moves'' per page than INSPIRE!" Paal Gisholt, President and CEO, SmartPak "Full of insightful ideas, this book is for those who like winning, who embrace innovation, and who wish to transform how they lead. It is not for the defenders of the status quo." Michael Dowling, President and CEO, North Shore-Long Island Jewish Health System "INSPIRE! provides ''food for thought'' and insightful guidance for all companies. This is particularly important in today''s economy where even established companies are looking for ways to maintain the growth they have enjoyed in better times." Chiquita White, Section Head, Product Development, Procter & Gamble Jim Champy revolutionized business with Reengineering the Corporation. Now, in Inspire!, the second book in a series about what''s new and really works in business, he takes on the challenge of inspiring customers--even in tough times. In an era of commoditization and ever less loyal customers, this book shows how to keep customers coming back. Drawing on dozens of original case studies from companies in a variety of industries, new and old, Champy reveals how to define a consistent value proposition your customers will be passionate about--and will stay passionate about. You''ll learn how to engage a new generation of customers who value transparency and authenticity above all...how to reinvigorate your company in the face of brutally tough and creative competition...how to go beyond mere marketing campaigns to lead crusades customers want to join. Once again, Jim Champy has given businesses actionable solutions to one of the most challenging problems they currently face: making customers stick. How to reignite customer loyalty by... * Bringing authenticity to everything you do * Creating new products that reflect the best of what you really are * Delivering new value based on convenience, simplicity, and honesty * Nurturing your mystique * Choosing the right channel partners * Doing well by doing good Want more? Check out the e-book collection, Jim Champy on What''s Really Working in Business. This brand new collection contains state-of-the-art business insights from world-renowned expert Jim Champy...now in a convenient e-format, at a great price!
Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
Author: Jill Griffin
Publisher: Jossey-Bass
ISBN: 0787959448
Category : Business & Economics
Languages : en
Pages : 336
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Book Description
Most firms consider the lost customer a lost cause. But in this ground breaking book, Jill Griffin and Michael Lowenstein provide you with step-by-step solutions for winning back lost customers, saving customers on the brink of defection, and making your firm defection proof. Whether your business is small or large, product- or service-based, retail or wholesale, this book offers proven strategies for recognizing which lost customers have the highest win-back value and implementing a sure-fire plan to recover them. It includes the techniques of hundreds of innovative companies who are already working to recapture lost customers and keep them loyal. In today's hyper-competitive marketplace, no customer retention program can be entirely foolproof, but with this guide gives you today's best methods for winning back those customers you simply can't afford to let go.
Author: Kevin Stirtz
Publisher: Stirtz Group LLC
ISBN: 1605859524
Category : Consumer behavior
Languages : en
Pages : 83
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Book Description
Author: Marco Russo
Publisher: SQLBI Corp.
ISBN: 1735365211
Category : Computers
Languages : en
Pages : 514
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Book Description
A pattern is a general, reusable solution to a frequent or common challenge. This book is the second edition of the most comprehensive collection of ready-to-use solutions in DAX, that you can use in Microsoft Power BI, Analysis Services Tabular, and Power Pivot for Excel. The book includes the following patterns: Time-related calculations, Standard time-related calculations, Month-related calculations, Week-related calculations, Custom time-related calculations, Comparing different time periods, Semi-additive calculations, Cumulative total, Parameter table, Static segmentation, Dynamic segmentation, ABC classification, New and returning customers, Related distinct count, Events in progress, Ranking, Hierarchies, Parent-child hierarchies, Like-for-like comparison, Transition matrix, Survey, Basket analysis, Currency conversion, Budget.
Author: John Kador
Publisher: Berrett-Koehler Publishers
ISBN: 1609944577
Category : Business & Economics
Languages : en
Pages : 285
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Book Description
There’s nothing easy about apology. The news is filled with examples of leaders apologizing, needing to apologize, or failing miserably at the attempt. And certainly we all have occasion to apologize ourselves—maybe more often than we realize. But we don’t need more apologies, says John Kador—we need better ones. Too many people just go through the motions, missing out on the power of apology to restore strained relationships, create possibilities for growth, and generate better outcomes for all. Effective Apology challenges you to think about the fundamental value and importance of apology as it delivers detailed advice for making an apology that truly heals and renews. Kador explores the Five Rs of apology: Recognize the wrong and the person harmed; accept moral Responsibility for your actions; express Remorse; provide meaningful Restitution; and offer assurance that the offense will not be Repeated. Making apology work in the real world—when and how to apologize, in what medium, and how to make it stick—is made clear through over seventy examples of good and bad apologies drawn from the news, popular culture, and the experiences of Kador, his clients, and his friends. The willingness to apologize signals strength, character, and integrity. Effective leadership is impossible without effective apology. John Kador shows how to craft and deliver a confident apology that will defuse resentment, reduce litigation, create goodwill, and transform a relationship ruptured by mistrust and disappointment into something stronger and more durable than it ever was before.
