Taming the Search-and-Switch Customer Earning Customer Loyalty in a Compulsion-to-Compare World

by Griffin, Jill

• ISBN13: 9780470345047
• ISBN10: 0470345047
• Edition: 1st
• Format: Hardcover
• Copyright: 2009-03-23
• Publisher: Jossey-Bass

Summary

Praise for Taming the Search-and-Switch Customer"What an excellent wake-up call! Your company's most valuable asset-your loyal customers-have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? -Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development"In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." -Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc."Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" -Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty"Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." -Robert Stephen, founder, The Geek Squad"In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." -Ken DeAngelis, general partner, Austin Ventures"Griffin is pure loyalty genius!" -Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

Author Biography

Jill Griffin, known to her clients as "The Loyalty Maker," is an award-winning author, consultant, and speaker. Since 1988 she has led Austin-based Griffin Group, helping B2B and B2C firms, large and small, build fiercely loyal customers. She is the author of Customer Loyalty, which was named to Harvard Business School's "Working Knowledge" list and has been translated into six languages, as well as a co-authored book, Customer Winback. An in-demand speaker, Jill keynotes conferences worldwide. Reach Jill at www.loyaltysolutions.com.

Table of Contents

Preface	p. ix
Introduction	p. xi
Get a Grip
Welcome to the Compulsion-to-Compare Planet	p. 3
Why Customers Search and Switch	p. 23
Get the Credit You're Due
Ace Your Buyer's Worth-It Test	p. 55
Manage Perception Makers and Takers	p. 79
How to Be (and Stay) Damn Different	p. 119
Fortify Your Firewall
Build Customer Trust	p. 153
Find and Grow Passionate-to-Serve Employees	p. 187
Look for Tamers That Teach	p. 221
Move On Now!
Follow the Ten-Day Taming Plan	p. 243
Notes	p. 247
Acknowledgments	p. 263
About the Author	p. 265
Subject Index	p. 267
Company Index	p. 273
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