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Who Stole My Customer? - Winning Strategies for Creating and Sustaining Customer Loyalty (Electronic book text)
Who Stole My Customer? - Winning Strategies for Creating and Sustaining Customer Loyalty (Electronic book text): Harvey Thompson
Who Stole My Customer? - Winning Strategies for Creating and Sustaining Customer Loyalty (Electronic book text): Harvey Thompson

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Who Stole My Customer? - Winning Strategies for Creating and Sustaining Customer Loyalty (Electronic book text)

Harvey Thompson

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"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 environment.
--Dieter Huckenstein, President, Hotel Operations, Hilton Hotels Corporation

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 management.
--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 Industries, Inc.

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: customer retention

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 want.

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 enterp

General

Imprint: FT Press
Country of origin: United States
Release date: November 2006
Authors: Harvey Thompson
Format: Electronic book text
Pages: 224
ISBN-13: 978-0-7686-7207-7
Barcode: 9780768672077
Categories: Promotions
Books > Business & Economics > Business & management > Management & management techniques
Books > Business & Economics > Business & management > Management & management techniques > General
Books > Business & Economics > Business & management > Sales & marketing > Market research
LSN: 0-7686-7207-4

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