Details

Taming the Search-and-Switch Customer


Taming the Search-and-Switch Customer

Earning Customer Loyalty in a Compulsion-to-Compare World
1. Aufl.

von: Jill Griffin

17,99 €

Verlag: Jossey-Bass
Format: PDF
Veröffentl.: 25.02.2009
ISBN/EAN: 9780470444023
Sprache: englisch
Anzahl Seiten: 256

DRM-geschütztes eBook, Sie benötigen z.B. Adobe Digital Editions und eine Adobe ID zum Lesen.

Beschreibungen

Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." —Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." —Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management
Preface. Introduction. Get a Grip. 1. Welcome to the Compulsion-to-Compare Planet. 2. Why Customers Search and Switch. Get the Credit You’re Due. 3. Ace Your Buyer’s Worth-It Test. 4. Manage Perception Makers and Takers. 5. Be (and Stay) Damn Different. Fortify Your Firewall. 6. Build Customer Trust. 7. Find and Grow Passionate-to-Serve Employees. 8. Look for Tamers That Teach. Move On Now!. 9. Follow the 10 Day Starter Plan. Notes. Acknowledgments. About the Author. Index.
Jill Griffin, known to her clients as "The Loyalty Maker," is an award-winning author, consultant, and speaker. Since 1988 she has led Austin-based Griffin Group, helping B2B and B2C firms, large and small, build fiercely loyal customers. She is the author of Customer Loyalty, which was named to Harvard Business School's "Working Knowledge" list and has been translated into six languages, as well as a co-authored book, Customer Winback. An in-demand speaker, Jill keynotes conferences worldwide. Reach Jill at www.loyaltysolutions.com.
Taming the Search-and-Switch Customer Customer loyalty strategies have turned a whole new page. Have you? Today's customers typically begin their selection process by using Internet search engines, which provide an endless array of choices, as well as the ability to compare everything—price, delivery, product specifications—at the click of a mouse. Businesses unprepared to address this new breed of buyer are losing market share by the minute. In Taming the Search-and-Switch Customer, customer loyalty expert Jill Griffin addresses this storm of change head-on. She examines the relentless, new selling landscape and offers practical advice for winning customer loyalty. By taking a close look at why customers are compelled to search for new options and then switch to them, Griffin explains the new rules for building strong brand perception, how to build trust, and perhaps most importantly, how to be (and stay) different in the eyes of your customer. With the customer's Worth-It Test, companies can figure out how their prospects and buyers perceive them and whether they are, in fact, considered more "worth it" than their competitors. With Griffin's "10-Day Starter Plan," companies will be able to quickly get started putting into practice the hundreds of guidelines and examples outlined in the book. In today's compulsion-to-compare world, does your brand measure up? In side-by-side comparisons with dozens—or even hundreds—of competitors, will your brand prevail? Taming the Search-and-Switch Customer helps ensure that it will.
Praise for Taming the Search-and-Switch Customer "What an excellent wake-up call! Your company's most valuable asset—your loyal customers—have more tools than ever to compare you to competitors and switch. Griffin does an excellent job identifying the risks to customer loyalty in an environment of immediate and abundant information, and defines a path to earn loyalty through delivery of enhanced value in the eyes of your customers. A truly important premise to building and maintaining a successful business."? —Gerald Evans, president, Hanes Brands Supply Chain and Asia Business Development "In this dynamic treatise on customer retention, Jill Griffin, The Loyalty Maker, provides updated solutions to meet today's challenge of changing consumer shopping habits. A must-read for all retailers and wholesalers." —Britt Jenkins, chairman of the board, Tandy Brand Accessories, Inc. "Mandatory reading for anyone who manages customer loyalty. A truly thought-provoking read!" —Timothy Keiningham, global chief strategy officer, executive vice president, IPSOS Loyalty "Every company is in the service business now, whether they realize it or not. Jill's book is a great start on how to make your service experiences better than they are today." —Robert Stephen, founder, The Geek Squad "In today's Googlized marketplace, Taming the Search-and-Switch Customer is a must-read." —Ken DeAngelis, general partner, Austin Ventures "Griffin is pure loyalty genius!" —Kelly Cook, vice president, Customer Engagement/CRM, Waste Management

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