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Fans Not Customers: How to Create Growth Companies in a No Growth World Paperback – International Edition, November 13, 2012
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Top Customer Reviews
"A fan, sometimes also called aficionado or supporter, is a person who supports with a liking and enthusiasm for something, such as a band, a sports team or entertainer. Fans of a particular thing or person constitute its fan base or fandom. They may show their enthusiasm by being a member of a fan club, holding fan conventions, creating fanzines, writing fan mail, or by promoting the object of their interest and attention. Some fans even take it as far as impersonating their idol or go into a state of insanity by believing they are the character the person is obsessed with." Why can't businesses cultivate fans in the same way? When reading Fans not Customers you the reader as well as this reviewer will take away some invaluable information and lessons on how and why when dealing with customers you need to excel in more than just outstanding customer service. You must provide hours seven days a week, welcome customers into your store and provide the kind of service that will get them talking at parties, at work and even when in your store telling others why they should frequent your business over others. So, let's get started and find out just how Vernon Hill the founder of Commerce Bank put his Amazing plan into action.
Next, he founded Metro Bank in the UK, which as the author states has no other bank like it in the world. Now, that is a huge statement and one to live up to big time. But, according to Mr. Hill this bank is open 365 days a year and the service is unparalleled plus their customer service is live 24 hours a day. Imagine lines to get into a bank. Imagine the media making a big deal over the opening and covering it.Read more ›
This book details what Vernon did at Commerce Bank in the US and also a subsequent venture Metro Bank in the UK. It gives you good examples and tips on how to make the customer fall for your business, the right way in markets where the business is to make money but not actively engage and retain customers.
A recommended book for the project implementer or CEO of a company.
A major complain I hear, and experience myself, is that many books are merely a regurgitation of other author's ideas. With that being said, allow me to emphatically state that this is not one of these books -- not by a long shot. This is an exceptional book, it is the type of book that makes you feel as though a business legend is standing right before you and instilling his authentic and truest thoughts right into your head with the intention of having you, his student, succeed.
This is normally where someone would say they "hope" to meet Vernon Hill. Yet, I choose not to make hope a plan and instead say that I intend to meet both Vernon and Shirley Hill. Here's to the greatest business couple of our time! Thank you for being paradigm challengers and inspiring me and others like me.
“I always believed that the world did not need another ‘Me, Too’ bank. I believed that the value of a bank is in its deposit base. I set out to build a power retailing company modeled on the successful retailers of America rather than a typical bank… The customer exchanged what they considered a better retail experience… for a lower yield on their money—giving us more of their low-cost money. We competed on service—not price.”
“We are perfectly happy having customers. But our goal is to convert them to fans. Fans are customers who embrace your model and culture, become part of your community, and convert their friends to new customers of your brand.”
Here are some of the things that make the branches—or stores as Hill prefers to call them—stand out from traditional banks:
• Cashiers don’t go to lunch during the customers’ lunch hour.
• Card and check printers on site so a customer can open an account and start using it immediately.
• Free coin counting machines. “In 2006 alone, they were used 6 million times.”
• Sunday hours at every location. “It sent a message to customers that we are there for their convenience, not for ours.Read more ›
Most Recent Customer Reviews
I met Vernon and his team at the opening of a branch of Metro Bank in London two weeks ago, and I can confirm that this is a bank like no other. Read morePublished on December 3, 2013 by Rupert Scofield
The material is very instructive, and reflects the effective culture Mr. Hill has created; however, too often there are major elements of hubris and ego showing through. Read morePublished on July 31, 2013 by Michael Lowenstein
Unless Vernon starts another bank in the US, there will never be another Commerce. Love the book, miss the bank!Published on May 19, 2013 by former Commerce loyalist