Enter your mobile number below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
Getting the download link through email is temporarily not available. Please check back later.

  • Apple
  • Android
  • Windows Phone
  • Android

To get the free app, enter your mobile phone number.

Qty:1
FREE Shipping on orders with at least $25 of books.
In Stock.
Ships from and sold by Amazon.com. Gift-wrap available.
The New Market Leaders: W... has been added to your Cart
FREE Shipping on orders over $25.
Condition: Used: Like New
Comment: Unbeatable customer service, and we usually ship the same or next day. Over one million satisfied customers!
Have one to sell? Sell on Amazon
Flip to back Flip to front
Listen Playing... Paused   You're listening to a sample of the Audible audio edition.
Learn more
See this image

The New Market Leaders: Who's Winning and How in the Battle for Customers Paperback – September 10, 2002

3.7 out of 5 stars 15 customer reviews

See all 11 formats and editions Hide other formats and editions
Price
New from Used from
Kindle
"Please retry"
Paperback
"Please retry"
$17.99
$0.15 $0.01

Excel2016ForDummiesVideo
Excel 2016 For Dummies Video Training
Discover what Excel can do for you with self-paced video lessons from For Dummies. Learn more.
$17.99 FREE Shipping on orders with at least $25 of books. In Stock. Ships from and sold by Amazon.com. Gift-wrap available.
click to open popover


Editorial Reviews

From Publishers Weekly

Wiersema (coauthor of the bestselling The Discipline of Market Leaders) offers insights into customer service strategies that win. Based on a six-year study of 5,000 global companies, this book examines 100 of these companies in detail, including General Electric, Wal-Mart, Microsoft, Intel and AOL Time Warner, arguing that executives and managers can no longer blame the Internet or the New Economy for their customer service failings. Wiersema finds that the most successful companies focus on being at the forefront of new technology and, most importantly, try to learn from other winning companies. Top companies also view "customer loyalty as a fragile condition that requires fastidious attention." For example, McDonald's focuses on customers who eat McDonald's food several times a week, knowing that any new offerings on the menu have to appeal to this core 20% of their customers in order to succeed. Similarly, AOL retains 97% of its customers by simplifying its billing. The book is particularly insightful when discussing Internet companies, including Amazon and Yahoo. Clearheaded and practical, Wiersema's book will be valuable to managers, executives and anyone focused on improving customer service. Agent, Helen Rees. (June)Forecast: While this book falls into an arguably overpublished niche, Wiersema's track record (The Discipline of Market Leaders appeared on the New York Times and the Wall Street Journal bestseller lists, and remained at number one on Business Week's list for five months), along with a 20-city radio satellite tour, should help it break through the noise.

Copyright 2001 Cahners Business Information, Inc.

--This text refers to an out of print or unavailable edition of this title.

From Library Journal

Business strategist, consultant, and author Wiersema (The Discipline of Market Leaders) reiterates what others have said before: owing to increasingly crowded and competitive markets, market leaders face demanding challenges to attract and retain customers. Through company reports, regulatory filings, business publications, and the Internet, the author tracked thousands of companies and identified 100 top market leaders, from a variety of industries, who generated an average annual return of 48 percent for their investors. Out of this group, he profiles several, explains what made them so profitable, analyzes how they outperformed their peers, and discusses how they cope with the new realities of customer scarcity. Wiersema's extensive research started in the late 1980s and ended May 31, 2000. Since then, however, increases in U.S. interest rates and the economy's dramatic slowdown have changed the state of global stock markets and further exacerbated a reduction in spending. The question of who the "new market leaders" are has become moot. As a result, this book is already outdated. A marginal purchase. Belinda Wise, Nassau Community Coll., Garden City, NY
Copyright 2001 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.
NO_CONTENT_IN_FEATURE

New York Times best sellers
Browse the New York Times best sellers in popular categories like Fiction, Nonfiction, Picture Books and more. See more

Product Details

  • Paperback: 272 pages
  • Publisher: Free Press (September 10, 2002)
  • Language: English
  • ISBN-10: 0743204662
  • ISBN-13: 978-0743204668
  • Product Dimensions: 5.5 x 0.6 x 8.4 inches
  • Shipping Weight: 14.1 ounces (View shipping rates and policies)
  • Average Customer Review: 3.7 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Best Sellers Rank: #1,936,978 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By Donald Mitchell HALL OF FAMEVINE VOICE on May 24, 2001
Format: Hardcover
Dr. Fred Wiersema (of The Discipline of Market Leaders) returns with a look at how the disciplines of becoming a market leader have evolved since the earlier book was written. This book is much better done in terms of analysis than the prior one, and comes closer to capturing the state of the art. Basically, Dr. Wiersema argues that the most effective companies are now gaining customers by employing more than one of the original disciplines (customer relationships, having cutting-edge innovative offerings, and being operationally superb). The book's main weakness is that by selecting companies based on a high market capitalization/sales ratio the book strays from a focus on finding companies that are the best at adding customers and making money serving them. As a result, some pretty marginal companies made it into the study group (Priceline is one example).
The companies in the study are compared to the Fortune Most Admired List. The companies outlined here are much more consistently interesting than the aging behemoths losing market share that the Most Admired list carries. Looking at 5009 companies, 640 were identified as being high in gaining market share (growing much faster than competitors) and in stock price (having a higher market capitalization/sales ratio than competitors). The top names you will recognize: Cisco, GE, Microsoft, Intel, Yahoo!, Home Depot, Wal-Mart, Oracle, Nokia, and AOL Time Warner. If you follow technology stocks, most of the rest will also be known to you. These include companies whose stocks have fallen mightily like JDS Uniphase, Dell, QUALCOMM, Hewlett Packard, Lucent, PMC-Sierra, and At Home.
The book makes many observations about the new economy.
Read more ›
Comment 20 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover
The value of customer service is known to almost every one of us. So, what is new about this book? More detail on how to win customers in these days of fragmented markets (mass media can't help us anymore) and customer scarcity (it's really product/service glut). The author studied the best 5,000 companies in the world and came up with some valuable information that we can copy from these market leaders.
The author starts out by establishing the evaluation criteria that got a company into the study and he coins two new terms to describe these criteria - sales growth index and market value index (details of these terms on pages 7-13 of the book).
The author then summarizes the industries in which all these companies fall under - Consumer Products, Media and Entertainment, Heavy Industry, Technology Products, Technology Services, Financial Services, and Other Industries (healthcare, consumer services, and other).
A whole chapter is then dedicated to why we are feeling a scarcity of customers. The author names the reasons for this sitaution (new realities) - competitors proliferate, all secrets are open secrets, innovation is universal, information overwhelmes and depreciates, easy growth makes hard times, customers have less time than ever. He does a good job of justifying these obvious reasons with some supporting data.
So, if the new realities are that harsh, how are the market leaders managing? The author describes FOUR STRATEGIES that seem to work for these market leaders in overcoming the obvious difficulties in these days of customer scarcity. The four strategies being -
1. being the best and showing it
2. the customers who can make or break you
3. making sure customers 'get it'
4. outsized ambition.
Read more ›
Comment 7 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
Format: Hardcover
I loved Discipline of Market Leaders. As a business owner I read and listen to a lot of books and Discipline of Market leaders was great. Unfortunately this follow up book by only one of the authors didn't have much to offer. Lots and lots of words but not much being said. There are a few nuggets of knowledge, as there are with most books, but unlike the Discipline of Market leaders that I went through 3 times and even took notes while going through it, this new book was just short of a waste of time. Wish I could say it was better...
Comment 3 people found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse
By A Customer on September 11, 2001
Format: Hardcover Verified Purchase
I was a bit too quick to jump into a conclusion before reading the whole book. So please ignore my previous rating but take into account the points I made. The second part of the book was much better. It contains this important categorization: purchasing behaviour of customers. Wiersema divides the customers into four broad groups and tries to fit in each grouping the strategies employed by the market leaders defined in the list.
However, even though novel, I was not very comfortable with that classification. I personally consider that there are more than four broad categories regarding purchasing behaviour. This is actually what microsegmentation is about. So, instead of trying to force your strategies into those four categories, one should try to identify many many more behavioral patterns with respect to her own customers. So, instead of emulating the strategies of the market leaders and forcing your customers to fit in any one of those categories, maybe you should better to microsegment them and try to figure out as many distinct purchasing behaviours as possible, and only then maybe use the insights given in the book. In other words, the insights that Mr Wiersema provides us with are good, but regarding strategising, the model he offers is not useful and actually very restrictive.
Also, if you read other books which describe the strategies of the same companies there, e.g. Charles Schwab, ... etc., you will end up finding other explantions regarding their strategies. I believe, truly understanding your customer and distinguishing among them similar purchasing behavior and strageizing on top of this are they keys to success.
This second review, however, does not refute my earlier point that the book is not based on an in-depth study of 5000 companies at all.
Read more ›
Comment One person found this helpful. Was this review helpful to you? Yes No Sending feedback...
Thank you for your feedback.
Sorry, we failed to record your vote. Please try again
Report abuse

Most Recent Customer Reviews

Set up an Amazon Giveaway

The New Market Leaders: Who's Winning and How in the Battle for Customers
Amazon Giveaway allows you to run promotional giveaways in order to create buzz, reward your audience, and attract new followers and customers. Learn more about Amazon Giveaway
This item: The New Market Leaders: Who's Winning and How in the Battle for Customers
Pages with Related Products. See and discover other items: customers