9780134009698

Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty

by
  • ISBN13:

    9780134009698

  • ISBN10:

    013400969X

  • Edition: 2nd
  • Format: Hardcover
  • Copyright: 2014-12-12
  • Publisher: Ft Pr
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Supplemental Materials

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Summary

Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. Now, in this extensively updated Second Edition, Thompson sharpens his focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation.

Drawing on his immense enterprise experience, Thompson helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. Next, he demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define.

Who Stole My Customer?? Second Edition helps you identify up-to-the-minute answers to the classic "tough questions" surrounding loyalty: Who's stealing my customers? Why is it happening? How can I stop it? How can I win back lost customers? You'll discover new ways to view business processes through customer's eyes… identify today's real drivers of loyalty… tightly focus relationship investments for maximum value… rebuild touch points around customers' current and future needs.

Throughout, updated questions help you apply Thompson's techniques in your competitive environment. Thompson's questions have also been updated to serve MBA or Executive MBA level students more effectively as they seek to add more value in future work assignments.

Author Biography

HARVEY THOMPSON (Holly Springs, NC) is an internationally-recognized authority on customer strategy and customer-centric business design. He developed and led IBM's customer-focused reengineering and its external, global consulting practice on Customer Relationship and Loyalty Management. He has been cited or interviewed in publications including BusinessWeek and The Economist. His bestselling The Customer-Centered Enterprise and Who Stole My Customer? are each recommended reading at Harvard Business School. He has keynoted major global conferences, and briefed or consulted on strategy with C-level executives at enterprises such as Fujitsu, Hilton, BP, Volvo, MasterCard, and Bank of America.

Table of Contents

Preface

 

Introduction

 

PART 1______________________________________                                   

The Case for Action: Customer Defection

 

Chapter 1

When Prior Strengths Become Your Weaknesses

 

Chapter 2

When the World Changes and You Do Not

 

Chapter 3

When Customers Leave

 

 

PART 2______________________________________

Understanding Loyalty: A Pie Pan of Needs

 

Chapter 4

Product vs. Service Slices

 

Chapter 5

Customer Segmentation and Targeting

 

PART 3______________________________________

Integrating Two Views: Opportunity vs. Risk

 

Chapter 6

Opportunity: The Customer View

 

Chapter 7

Risk: The Company Culture

 

 

PART 4

The Winning Customer Experience_____________

 

Chapter 8

What They Want: 10 Myths

 

Chapter 9

What They Need: Solutions

 

Chapter 10

The Next Strategic Leap: Company & Customer Co-Innovation

 

Chapter 11

What You Must Do: Institutionalize Loyalty

 

Epilogue

Who Stole My Customer??

 

Acknowledgements

 

About the Author

 

Index

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