| Preface |
|
xi | |
| Acknowledgments |
|
xv | |
| Introduction |
|
1 | (10) |
|
|
|
|
|
|
11 | (12) |
|
Attention All Companies at the Crossroads: Are You Making Money Yet? |
|
|
12 | (1) |
|
Can You Really Know Customers? |
|
|
13 | (3) |
|
Start with the Most Promising |
|
|
16 | (1) |
|
|
|
16 | (3) |
|
|
|
19 | (1) |
|
The Quest for Customer Chemistry |
|
|
19 | (4) |
|
|
|
|
|
|
23 | (20) |
|
|
|
24 | (3) |
|
Eight Ways to Rank Customers |
|
|
27 | (6) |
|
|
|
33 | (2) |
|
Let Your Best Customer Pick Your Next Customer |
|
|
35 | (1) |
|
How Start-Ups Can Rank Customers Before They Have Any |
|
|
36 | (3) |
|
|
|
39 | (4) |
|
Employees Enter the Customer Chemistry Equation |
|
|
|
Teach Employees to Focus on Best Customers and Prospects |
|
|
43 | (32) |
|
Build a Workplace Where Chemistry Can Grow |
|
|
45 | (1) |
|
|
|
46 | (2) |
|
Train Employees to ``Get It'' |
|
|
48 | (4) |
|
Share Your Best-Customer Profile with Employees |
|
|
52 | (4) |
|
Teach Employees to Be Detectives |
|
|
56 | (4) |
|
Help Employees Stay Focused |
|
|
60 | (2) |
|
The Customer-Chemistry Team |
|
|
62 | (1) |
|
Capitol Concierge Best Practices |
|
|
63 | (12) |
|
Engaging Customers in a Continual Conversation |
|
|
|
Never Stop Learning About Your Customers |
|
|
75 | (32) |
|
Make Every Customer Contact Count |
|
|
77 | (5) |
|
Opportunities for Customer Contact |
|
|
82 | (6) |
|
|
|
88 | (5) |
|
The Mechanics of Customer Contact |
|
|
93 | (6) |
|
|
|
99 | (5) |
|
|
|
104 | (3) |
|
How to Reach Your Best Customers |
|
|
|
Create Top-of-Mind Marketing Campaigns |
|
|
107 | (20) |
|
Top-of Mind Marketing Is a Mind-Set |
|
|
109 | (1) |
|
Top-of Mind Marketing Is Personal |
|
|
110 | (1) |
|
Top-of Mind Marketing Is Timely |
|
|
111 | (2) |
|
Capitol Concierge Best Practices: The Top-of Mind Marketing Campaign |
|
|
113 | (2) |
|
Top-of Mind Marketing Online |
|
|
115 | (6) |
|
Top-of Mind Marketing Is Value Added |
|
|
121 | (2) |
|
The Top-of-Mind Marketing Budget |
|
|
123 | (4) |
|
How to Enhance the Chemistry |
|
|
|
Treat Your Best Customers Like Your Best Employees-Recognize and Reward Them |
|
|
127 | (20) |
|
Customers Need Recognition |
|
|
129 | (2) |
|
Customer Loyalty Programs |
|
|
131 | (4) |
|
Designing a Loyalty Program for Service Firms |
|
|
135 | (2) |
|
|
|
137 | (2) |
|
Capitol Concierge Best Practices: Saying Thanks |
|
|
139 | (2) |
|
Doing Something Special-Customer Events and More |
|
|
141 | (6) |
|
When the Relationship Doesn't Work |
|
|
|
Say Good-Bye to Bad Customers and Dysfunctional Relationships |
|
|
147 | (12) |
|
|
|
149 | (3) |
|
Circumstances for Saying Good-Bye |
|
|
152 | (5) |
|
|
|
157 | (2) |
|
The Customer Chemistry Checkup |
|
|
|
Take the Pulse of Your Relationships |
|
|
159 | (24) |
|
Taking the Pulse in a Changing Economy |
|
|
162 | (1) |
|
The Five Ws (Who, What, Where, When, and Why) of Staying in Touch |
|
|
163 | (3) |
|
Seven Proven Pulse-Taking Methods |
|
|
166 | (13) |
|
Creating Your Own Economic Indicators |
|
|
179 | (4) |
|
Conclusions, Predictions, and Chemistry Checkup Quiz |
|
|
183 | (16) |
|
|
|
186 | (1) |
|
|
|
187 | (1) |
|
|
|
188 | (1) |
|
|
|
189 | (2) |
|
Customer Chemistry and the New Economy: Our Predictions |
|
|
191 | (4) |
|
Customer-Chemistry Checkup |
|
|
195 | (4) |
| References |
|
199 | (6) |
| Suggested Readings and Resources |
|
205 | (18) |
| Index |
|
223 | |
Shopping Cart
Need Help? eService@ecampus.com
Copyright© 1999-2008 
