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1,001 Ways to Keep Customers Coming Back: WOW Ideas That Make Customers Happy and Will Increase Your Bottom Line [Paperback]

Donna Greiner (Author), Theodore B. Kinni (Author)
3.3 out of 5 stars  See all reviews (3 customer reviews) |
Price: $16.95 & eligible for FREE Super Saver Shipping on orders over $25. Details
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Book Description

Publication Date: October 20, 1999
Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty
Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to:
·Creating products/services tailored to your customers' needs
·Recognizing and rewarding your most profitable trophy customers
·Using three kinds of guarantees to build customer trust
·Turning first-time customers into frequent buyers
·And much more!

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1,001 Ways to Keep Customers Coming Back: WOW Ideas That Make Customers Happy and Will Increase Your Bottom Line + 151 Quick Ideas to Get New Customers + 1001 Ways to Market Your Services: Even If You Hate to Sell
Price For All Three: $46.29

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  • 151 Quick Ideas to Get New Customers by Jerry R. Wilson Paperback $10.39

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  • 1001 Ways to Market Your Services: Even If You Hate to Sell by Rick Crandall Paperback $18.95

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Editorial Reviews

Review

Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty

From the Inside Flap

Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty
Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to:
·Creating products/services tailored to your customers' needs
·Recognizing and rewarding your most profitable trophy customers
·Using three kinds of guarantees to build customer trust
·Turning first-time customers into frequent buyers
·And much more!
See all Editorial Reviews

Product Details

  • Paperback: 288 pages
  • Publisher: Three Rivers Press (October 20, 1999)
  • Language: English
  • ISBN-10: 0761520295
  • ISBN-13: 978-0761520290
  • Product Dimensions: 5.5 x 0.6 x 8.4 inches
  • Shipping Weight: 12.6 ounces (View shipping rates and policies)
  • Average Customer Review: 3.3 out of 5 stars  See all reviews (3 customer reviews)
  • Amazon Best Sellers Rank: #1,089,148 in Books (See Top 100 in Books)

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More About the Authors

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Theodore B. Kinni
Donna Greiner

Customer Reviews

Most Helpful Customer Reviews
20 of 21 people found the following review helpful
Format:Paperback
Ever since The Loyalty Effect was published, companies have come to understand that it is usually far more profitable to keep existing customers than to acquire new ones. Since companies usually focus more on getting the new ones, that left a problem for executives: What are good ways to retain customers?

The book vaults into the gap by addressing major areas like creating a better bundle of products and services (offer stamps in a card shop in a tourist town like Williamsburg where the post office has long lines), add incentives (free gifts, coupons, rebates, special financing, and contests), tap into or build communities of interests (like those who love Harleys), building trust by standing behind your work (deliver what you promise and make good if you don't), give first in order to receive (this often means helping a charitable purpose with some of your proceeds), reward all customers as though they are your best customer (with a smile, recognition, respect, etc.), treat your best customers even better (they account for 80 percent of profits and there aren't very many of them), make it easy (automatic reorder and replenishment), go to your customers, personalize what you offer to your customers, and become a champ at customer service.

These are all valid concepts, and seeing 100 or so examples of each point makes it easier to imagine how to apply these principles to your own business. That's the strength of the book.

My only quibble was that it seemed like the examples pretty much came from the same companies in each area. I think I now know more about Merrie Maids than I really need to know, and a lot of the examples are pretty obvious. Usually books of lists have more variety and more intriguing examples.

Perhaps this limitation is just because this subject hasn't been thought about enough. I hope the authors come back with an update on this book in a few years with zingy examples that are based on things you, the reader, have developed as a result of studying this book.

May you have irresistible success in keeping your customers!

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10 of 10 people found the following review helpful
Format:Paperback
I liked this book. All companies depend on one thing only; customers. And "1001 Ways to Keep Customers Coming Back" empasizes this point which, although, should be clear with all managers and business owners, is not. The book introduces basic ways of keeping your customers happy and how to "promote" you company or product so that you gain customer loyalty. I think this is a good book for everyone in the business world.
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1 of 1 people found the following review helpful
Misleading title August 9, 2009
Format:Paperback
The book says 1001 ways............but what it does is it takes one idea let say sponsorship and shows 20 companies that sponsor some event.So the book has about 30-50 ideas and about 1000 companies that implement them.From those 30-50 ideas are useful about 10 the rest is common sense even for a 10 year old running a lemonade stand,like print coupons,give discount on slow days etc.I can't recommend the book very basic ,301 do it your self marketing ideas is much more useful for a new small business.
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Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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First Sentence:
Bundling is the act of building an added-value package around the products and services you sell. Read the first page
Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
frequent buyer program
Key Phrases - Capitalized Phrases (CAPs): (learn more)
American Express, New York City, American Airlines, Eddie Bauer, Home Depot, Merry Maids, Farm Fresh, Pizza Hut, Southwest Airlines, Star Wars, Colonial Williamsburg, Discover Card, General Motors, Just For Feet, New Jersey-based, Omaha Steaks, Sam's Club, Bank of America, Ben Hill, General Mills, Pitney Bowes, United Parcel Service, Banco Bradesco, Beanie Babies, Delta Air Lines
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