"Who Stole My Customer??" offers unique and powerful insights into
the world of acquiring and retaining customers. Most importantly it
provides new approaches to keeping existing customers from
defection. A must-read in today's challenging business
--Dieter Huckenstein, President, Hotel Operations, Hilton Hotels
Harvey Thompson probably knows more about how companies should
work with customers than anyone else in the world. In an age when
computers and mass communications makes it difficult to keep or
attract new customers, Thompson's insights on what managers must do
to keep them makes this one of the most important business books
published this year. Clearly must reading for all levels of
--James W. Cortada, IBM Institute for Business Value
Harvey Thompson has done it again with this well-written book
that offers valuable insights about the roots of sustained
corporate greatness. He captures a lifetime of building winning
formulas and puts them into a simple and practical context for
executives at any level looking to take their business to the next
level in the 21st century.
--Mark R. Richards, President, Structures Division, Valmont
One of the leading causes of the rapid turnover of marketing and
sales executives isn't the economy, it's the ignored cancer of
customer attrition. "Who Stole My Customer?? "takes on this
challenge head-on and tackles it from a pragmatic perspective with
actions you can take today.
--Louis Columbus, Senior Analyst, AMR Research --Bill Ghormley,
Executive Consultant, The Forum Corporation, and Past President,
The Marketing Science Institute
A start-to-finish program for addressing your #1 challenge:
Who's stealing your customers? Why is it happening? How can you
stop it? These are the toughest questions facing virtually every
enterprise. "Who Stole My Customer??" is your complete guide to
planning and implementing customer loyalty processes that really
work-because they're built around what your customers really
Harvey Thompson helps you view your business and its processes
through your customer's eyes . and you might be shocked at what you
see. You'll systematically discover the real drivers of customer
loyalty in your business, so you can focus your customer
relationship investments for maximum value. Drawing on his
unsurpassed experience at IBM and other world-class enterprises,
Thompson shows exactly how to rebuild every touchpoint around your
customer's needs ... and overcome every obstacle that stands in
your way. You won't just improve customer retention for a quarter
or two: you'll build resilient customer relationships that resist
competition for years to come.
Current customers are up to nine times as profitable as new
ones, but keeping customers has never been tougher. Traditional
""customer satisfaction"" programs and ""Have a Nice Day""
platitudes won't cut it anymore. It's time you developed
acustomer-defined, outside-in vision of your business, plus the
capabilities and infrastructure to make it real. "Who Stole My
Customer??" shows you how to do it. Harvey 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
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