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The New Competitive Challenge: Satisfying and Keeping Today's Tougher Customers Paperback – 2008
"Children of Blood and Bone"
Tomi Adeyemi conjures a stunning world of dark magic and danger in her West African-inspired fantasy debut. Learn more
Profits and growth in a business are generated primarily by loyal customers who continue as customers for long periods, even for life. But today’s more demanding customers are harder to satisfy, more difficult to retain. It’s not the same old ball game – the dynamics of the marketplace have changed dramatically. Unless your strategies reflect this reality, you cannot win. Using his real-world experience in marketing, planning, and consulting, the author presents the rationale for customer retention and the basic concepts of keeping customers satisfied. He stresses the need for positive customer experiences, strong relationships and liking your customers. And fundamentally that durable satisfaction must start with employee satisfaction. The book presents 60 best practices for satisfying and keeping your customers – ideas and techniques that you can implement starting tomorrow. These have been battle-tested in the competitive marketplace and will be useful to any organization that seeks to respond creatively to today’s challenges, especially professional service firms and innovative marketers. Applying these best practices will enable you to keep customers and reap multiple benefits.
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