From the Inside Flap
Intense business competition has made many products and servicesinterchangeable, and made price the ultimate determinant forconsumers. When customers know they can get the same product at alower price from someone else, they will. That is, unless you givethem something they can't get anywhere else. Indispensable showsbusinesses how to break out of the commodity trap and createcustomer loyalty that overcomes the power of pricing.
The Holy Grail of business is the customer so loyal that they'lldo business with you and only you when it comes time to buy. Thecompany that can build that relationship with its customers becomestruly indispensable to themand destined for market dominance.In Indispensable, renowned business consultant Joe Calloway looksat how real companies have made their products and servicesindispensable to their customers, and how you can do the same inyour business.
Using case studies, interviews, and real-world scenarios,Calloway reveals the Five Drivers of success that virtually allindispensable companies share:
- They create and sustain momentum, overcoming organizationalinertia and moving forward constantly
- They develop habitual dependability and consistent performancefor their customers
- They maintain a continuous connection by persistentlycommunicating with their customers
- They adopt a big-picture perspective by understanding theirown, and their customers', long-term goals
- They engage, enchant, and enthrall, giving their customers morethan they needand more than they expect
These Five Drivers are what take businesses to the next level ofcustomer service performance. Calloway offers dozens of examples ofhow to develop these characteristics in your organization, andpresents detailed case studies that help you put them into practiceimmediately. The book also includes dozens of real-world, effectiveideas and tactics that you can borrow and use to design your owncustomer service initiative. Indispensable shows business leadershow to use customer service to build companies and brands thatcustomers won't want to live without.
From the Back Cover
Praise for 1ndispensable
"I loved this book. Joe continues to teach a practical andpowerful road map for a company's success through personalconnecting and service. Read this book and become trulyindispensable to your customers."
Fred Wilson Chairman and CEO, Saks Fifth Avenue
"If your key customers don't think of you as indispensable, theyshould. In his latest straight-talking book, Joe Calloway tells youwhy that is true and teaches you what you need to know to make ithappen."
Larry Morse President, Quill Corporation
"I hate business books. . . too many graphs, studies, andanalysis. They make me work. They make me have to figure out howthe information will help me. Not this book. Joe has already donethe work so I don't have to. Joe tells me great stories of realcompanies full of real people that entertain me while I learn thelesson. He gives me understandable, easy-to-implement lessons thatI know I can do. I hate business books, but I LOVE this one."
Larry Winget Author of Shut Up, Stop Whining, and Get aLife
"If you want to run a truly superior business, this book ispractical, sensible, down- to-earth advice on providing customerservice that will simply separate you from the competition."
Joe Scarlett Chairman of the Board, Tractor SupplyCompany
"Joe Calloway has provided us with anothergiftIndispensable. In his book, he takes us on the journey ofcompanies that every day maintain their focus on an ever-ascending,ever-improving path. The journey never ends, but far fromdiscouraging, Joe's book only adds to the joy and glory of theclimb. This is a gift that should be opened and shared and providesa lifetime of opportunities for us all."
Marti Eulberg Executive Vice President, Sales OperationsVolvo Cars of North America, LLC