Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty
Product Description
Many businesses find themselves asking: “Who’s stealing my customers? Why is it happening? How can I stop it?” Who Stole My Customer? has the answers. It’s a complete guide to planning and implementing customer loyalty processes that really work–because they’re built around what customers really want. Drawing on his unsurpassed experience redesigning customer-facing processes at IBM, Harvey Thompson shows readers their business through the customer’s eyes–and in m… More >>
Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty
Tags: Creating, Customer, Loyalty, Stole, Strategies, Sustaining, Winning
A second book by author Harvey Thompson that shows his mastery of the real meaning of customer value and loyalty. This book is clearly targeted to CEO’s and other executives who want to learn more about how to get and keep customers/clients – not someone who thinks they are currently a master of the subject.
Harvey balances his real world expertise and examples with an easy to understand approach for how to relate to your customers/clients. Simply one of the best books I have read on the subject. I highly recommend this book for anyone wanting to learn more about how to develop and maintain a valuable relationship with your customers/clients.
Rating: 5 / 5
Want to know where your customers have gone and how your competitor got them? Better yet, want to be the competitor with those customers? Read this book.
Harvey Thompson has written an outstanding book that combines his global, multi-industry real world experience and some of the best thinking in business and academics (Jan Carlsen, Dr. Noriaki Kano, Dr. Valerie Zeithamel, Dr. John Henderson, Dr. N. Akao, Dr. Michael Hammer, Dr. Terry Vavra, Dr. William H. Davidson and Dr. James W. Cortada) into a tour de force on customer value. Moving way beyond concepts of customer satisfaction, Thompson very pragmatically helps you understand how to design highly successful businesses from the customer view in. This book advances the groundbreaking work of his first book, The Customer Centered Enterprise, and in many ways is more readable, more practical and more actionable.
This quick read provides very pointed questions, exercises, information and motivation to help any organization move closer to a customer defined ideal vision of a value creating future state. It encompasses business strategy, customer loyalty, company culture, and operational excellence in ways that few works attempt, much less achieve. If customer loyalty and retention are important to your organization and you want to gain some real insight into today’s strategic imperatives – start right here. Part 4: “The Winning Customer Experience” alone is worth the price of admission. It should be required reading for every management team.
Rating: 5 / 5
Dont know whether I had read so many CRM books beforehand that I am not particulary impressed nor disappointed by it. The author, an ex IBM executive, draws upon his “reengineering” experience in dealing primarily within IBM and with many big banking/auto clients, tells the importance, difficulties and high level strategies of transforming a product oriented corp into a solution/customer/touchpoints service value oriented corp.
In short, you may be enlightened if you have not read any CRM book before. If you are a frequent reader of CRM books, you wont lose much for giving this a pass.
As usual, below please find some of my favorite passages for your reference.
Businesses often expend precious energy and limited resources trying to address customer satisfaction levels on things that have no correlation between whether they will buy again or leave….They fail to differentiate between customer satisfaction and customer loyalty, between satisfaction or loyalty measurement and satisfaction or loyalty management. pg 40
What is your definition of loyalty? When do you most feel that you are being loyal? Is it when you return to buy as a repeat customer…and buy additional…giving them an increased share of your total wallet spending?…What is it that they provide of such value that they win your loyalty? If they did not not provide that, would you be more likely to leave/defect and be stolen away as their customer? pg 61
The Ten Common Myths. Our customrs:- pg 102
1. Want the lowest price – period
2. Other key wants are known by us
3. Cannot envision what does not exist
4. Do not want to be telephoned at home – always
5. Do not want to be sold to when they call us
6. Do not want to provide us personal information
7. Hate to be transferred when they call
8. Wont accept an apology, so dont do it
9. Are unique, and so are their needs
10. Their needs (not wants) are known by us
Lessons learned during the transformation of IBM:- pg 161
1. A case for action and buy-in vs lack of urgency
2. Actionable customer input vs we know what customers want
3. Enterprise wide executive ownership vs optimize my silo
4. cultural transformation and teaming vs knowledge is power.
p.s. I am obliged to remark that the title “Who stole my customer?” and the excercise in the end of each chapter “You are the customer. What…?” are brilliant differentiators of it amongst its sea of competitors.
Rating: 3 / 5
A second book by author Harvey Thompson that shows his mastery of the real meaning of customer value and loyalty. Harvey balances his real world expertise and examples with an easy to understand approach for how to relate to your customers/clients.
Simply one of the best books I have read on the subject. I highly recommend this book for anyone wanting to learn more about how to develop and maintain a valuable relationship with your customers/clients.
Rating: 5 / 5