The New Experts: Win Today's Newly Empowered Customers at Their 4 Decisive Moments [Hardcover]

Robert H. Bloom (Author)

Book Description

Publication Date: September 1, 2010

The New Experts Delivers a Practical Strategy for Recruiting & Retaining Today's Seller-Agnostic Customers.

Who are these ''new experts''? A generation of ruthless customers empowered by three lethal weapons: instant access to information, immense choice, and real-time price comparison.

This visionary book by Robert Bloom, a veteran CEO and respected authority on business strategy, tells readers: how to win customers who no longer care where they buy. It explains how to give customers what they want when it matters most to them--at their 4 Decisive Moments during the purchase progression:

• Now-or-Never Moment
• Make-or-Break Moment
• Keep-or-Lose Moment
• Highly profitable Multiplier Moment

The New Experts turns today's most serious business challenge into a business-building advantage by providing a no-or-low-cost solution to reduce costly customer churn and increase profitable customer conversion, retention, and referral. Influential business leaders of businesses of every size and type in Europe, Australia, and the United States are recommending The New Experts.

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.

Product Details

• Hardcover: 160 pages
• Publisher: Greenleaf Book Group (September 1, 2010)
• Language: English
• ISBN-10: 1608320243
• ISBN-13: 978-1608320240
• Product Dimensions: 8.5 x 0.7 x 5.5 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: #213,773 in Books (See Top 100 in Books)

Most Helpful Customer Reviews

1 of 1 people found the following review helpful

5.0 out of 5 stars Customer loyalty is dead. So true. So confronting! January 27, 2013

By Mr. Adam C. Franklin

Format:Kindle Edition|Amazon 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!

4.0 out of 5 stars A very good general use book September 6, 2012

By Reg Nordman

Format:Hardcover

A small book , but it punches above its weight class. 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. He makes a very good case on why and how you need to think like a buyer at all times. His examples are drawn from b2b and b2c experience making this a very good general use book.

4.0 out of 5 stars Good book May 3, 2012

By Iyla

Format:Hardcover|Amazon Verified Purchase

New concepts
New insights
Customer focused
I enjoyed both the ideas and writing
The author did a good job with it