Reinventing the Wheel The Science of Creating Lifetime Customers

by Zane, Chris

• ISBN13: 9781935618157
• ISBN10: 1935618156
• Format: Hardcover
• Copyright: 2011-03-08
• Publisher: Benbella Books

Summary

When Zane bought his bicycle shop at age 16, his business struggled until he discovered the secret that catapulted his store into one of the largest in the country. His secret? Provide unbelievable, over the top, excessively generous customer service.

Author Biography

At age 43, Christopher Zane is already a 26-year veteran of the retail bicycle industry. His story includes getting a state tax ID number at age 12, buying his first bike shop at age 16 and before he reached the age of 30, he was the owner of Zane’s Cycles, the largest bike shop in Connecticut. Today, with only one location, Zane’s Cycles is one of the top three largest retail bicycle stores in the nation.

Since 1985, he has been accumulating awards such as the BBB Award of Recognition for Customer Service/ Outstanding Business Practices; and New Haven Advocate Readers Poll, Best Bicycle Shop, New Haven County, 1993-2005. He was also voted one of “the 30 most influential people in the bicycle industry." Most recently, Zane’s Cycles was honored with Fast Company Magazine’s 2006 Customer First Award and was named the 2006 Connecticut Retailer of the Year.

Table of Contents

introduction	p. xi
what business are you in?	p. 1
building lifetime relationships	p. 25
a winning proposition	p. 55
planting seeds	p. 79
stretch your comfort zone	p. 93
game-changing tactics	p. 115
focus on continuous improvement	p. 137
hiring help	p. 159
mix it up	p. 179
think nationally, act locally	p. 193
index	p. 201
about the author	p. 205
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