Harvey Thompson, "Who Stole My Customer? Winning Strategies for Creating and Sustaining Customer Loyalty"
2004 | ISBN: 0131453564 | Pages: 224 | PDF | 1 MB
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 many cases readers might be shocked at what they actually see. In the book, readers systematically discover the real drivers of customer loyalty in their business, so they can focus their customer relationship investments for maximum value.