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The New Experts: Win Today's Newly Empowered Customers at Their 4 Decisive Moments Hardcover – September 1, 2010


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The New Experts: Win Today's Newly Empowered Customers at Their 4 Decisive Moments + The Inside Advantage: The Strategy that Unlocks the Hidden Growth in Your Business
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Product Details

  • Hardcover: 160 pages
  • Publisher: Greenleaf Book Group (September 1, 2010)
  • Language: English
  • ISBN-10: 1608320243
  • ISBN-13: 978-1608320240
  • Product Dimensions: 8.7 x 5.8 x 0.7 inches
  • Shipping Weight: 8 ounces (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (11 customer reviews)
  • Amazon Best Sellers Rank: #1,552,115 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

Robert H. Bloom is a widely respected authority on business growth and author of The Inside Advantage: The Strategy That Unlocks the Hidden Growth in Your Business (McGraw-Hill, 2007). Bloom advises firms of every type and size on their growth strategies. As U.S. Chairman and CEO of Publicis Worldwide, the centerpiece of the $4.6 billion global marketing services company, he helped craft and implement the growth strategies of some of the world's largest brands, including BMW, L'Oreal, Nestle, Southwest Airlines, and T-Mobile.

Customer Reviews

4.4 out of 5 stars
5 star
55%
4 star
36%
3 star
0%
2 star
9%
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See all 11 customer reviews
A must read for marketers, advertisers, entrepreneurs and sales professionals!
Mr. Adam C. Franklin
The author , who is a good writer, lays out where and how you need to meet and exceed buyer needs and expectations in order to make, keep and continue a sale.
Reg Nordman
I very much enjoyed the writing style, the book is easy to read, has great practical examples, and all the key points are highlighted.
S Everett

Most Helpful Customer Reviews

1 of 1 people found the following review helpful By Mr. Adam C. Franklin on January 27, 2013
Format: Kindle Edition Verified Purchase
Buyers no longer care who they buy from. And customer loyalty is dead. So true. So confronting!

In this book, Bob Bloom reminds us that marketing has changed forever and takes us on the journey of understanding how today's buyers make their decisions. The solution? Turn off your Seller Mind and turn on your Buyer Mind. It's simple but surprisingly difficult.

The 4 Decisive Moments you must address are:
1. Now-or Never Moment (your first fleeting contact, usually via the web)
2. Make-or Break Moment (does your customer buy, or not?)
3. Keep-or Lose Moment (does your customer buy again and again?)
4. Multiplier Moment (does you customer endorse and refer you?)

As marketing manager of a web strategy firm, I was most enamoured with the NOW OR NEVER MOMENT:
These 3 quotes by Bob Bloom really resonated with me:

"There is no better business investment than a well designed, well functioning, customer centric website - it can make your business 1st choice at the first point of contact." (page 77)

"Most home pages do not clearly define the single most important benefit the seller is offering, so the buyers finger instantly clicks the seller into oblivion." (page 74)

"You and your entire organisation must learn how to win today's Internet-informed buyer, who routinely gets smart online before buying from from a supplier or a store offline." (page 82)

Like in his previous book Inside Advantage, it feels like Bob is consulting directly to you as the reader and sharing his four decades of experience in an independent, unbiased way.

A must read for marketers, advertisers, entrepreneurs and sales professionals!
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Format: Hardcover
Although many business owners do not realise it, there has been an upheaval in the fundamental buyer-seller equation, and this is starting to have a significant impact on businesses, according to Robert Bloom in this book. Buyers have now been empowered by the breadth of information available on the Internet to take control of the entire purchase process, and they no longer care who they buy from.

Buyers no longer have to settle for what a seller tells them, because they have access to dozens of seller sites via Internet search engines, and they can compare every aspect of the choices they are offered. To succeed in business under the new rules, a seller of goods or services has to learn to think like a buyer at what the author calls the 4 Decisive Customer Moments. These are really four different stages of engagement with customers: the first point of contact, the transaction period, the actual use of the goods or services, and conversion of the customer into a repeat customer and referrer.

The author's diagnosis of the serious challenge that the Internet poses for all types of sellers is in my opinion correct. I was initially sceptical about whether the book was going to offer anything more than a description of the problem, but as I read on I found the author's advice increasingly persuasive. The book is concise and compelling, and I strongly recommend it to anyone who is involved in the management of a business.
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Format: Hardcover
Today's customers hold vast power, and they know it. They can choose from an endless array of products and services. The Internet keeps them informed about companies and their offerings and enables them to purchase items from virtually anywhere across the globe. How do firms survive in this challenging buyer-centric market? Business growth maven Robert H. Bloom offers some expert ideas. Through numerous valuable, informative case histories of successful and unsuccessful businesses, he shows how to win even the toughest customers. Though his book is easy to read, some of its points - for example, offer great service after the sale, be likable, think like the customer - are fairly pedestrian precepts any responsible company tries to meet. Still, Bloom offers useful sales guidance and interesting vignettes of companies that work hard to exceed customer expectations. getAbstract recommends his book to corporate leaders, as well as to marketing, sales, and operations and customer-service managers.
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Format: Hardcover
I just finished reading Bob Bloom's The New Experts. This is the second book that I have read that Bloom has written. Both books are compelling and they are must reads. Bloom is right "buyers no longer care who they buy from" although most businesses have not accepted this fact and continue to struggle. In his book he points out that all sellers must think like buyers. He provides good case studies and ways to win back customers and build sales and most importantly "Your 4 decisive customer moments coupled with how the internet has changed the way we do business and how to tackle it.

I highly recommend this book for any business operator regardless of the size of the business, it is perfect for fortune 500 companies to a single operator. It is the type of rare book that should be shared throughout the organization that can help turn around the business culture and then sales growth.
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Format: Hardcover
The book The New Experts by Robert Bloom is a solid book providing valuable information in understanding consumer buying behavior. Those 4 decisive moments are very important to understand, and even if it is common sense to some, I am willing to bet most organizations overlook those moments. I very much enjoyed the writing style, the book is easy to read, has great practical examples, and all the key points are highlighted.

I think the thought that came back to me the most while reading this book, is that there are very few organizations that are truly engaged with the buyers, they still have that sellers mentality and as technology and our world contiunes to evolve, that sellers mentality will not be successful.

Thank you Mr. Bloom for sharing your insight in this book.
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