Who Stole My Customer? http://www.fishpond.com.au/Books/Who-Stole-My-Customer-Harvey-Thompson/9780131453562

Winning Strategies for Creating and Sustaining Customer Loyalty

By Harvey Thompson

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Table of Contents

Preface. Introduction. I. CUSTOMER DEFECTION: THE CASE FOR ACTION. 1. When Prior Strengths Become Your Weaknesses. 2. A Boutique, Alternative Strategy of the 1990s. 3. A Survival Issue and Strategic Imperative of the 2000s. II. UNDERSTANDING LOYALTY: A PIE PAN OF NEEDS. 4. Product vs Service Slices. 5. Customer Segmentation and Targeting. III. INTEGRATING TWO VIEWS: OPPORTUNITY VS RISK. 6. Opportunity: The Customer View. 7. Risk: The Company Culture. IV. THE WINNING CUSTOMER EXPERIENCE. 8. What They Want: Ten Myths about Your Customers. 9. What They Need: Customer Visioneering. 10. What You Must Do: Institutionalize Loyalty. Epilogue. Who Stole My Customer?? Acknowledgments. About the Author. Index.

About the Author

Harvey Thompson is a leading executive consultant who specializes in helping major companies become more customer-centric and customer-preferred. He formerly served as IBM's Global Executive for customer-focused business strategy and design, where he led the development and deployment of innovative, customer-focused business process improvement approaches that have been used successfully throughout IBM and other Fortune 500 and Global 1000 companies worldwide. An internationally respected expert on customer loyalty, Thompson has been published, interviewed, and/or cited by publications such as Newsweek, The Economist, Investor's Business Daily, PC Week, and The Journal of Business Strategy. He serves as an editorial board member for the Europe-based Journal of Financial Services Marketing. He has been a regular guest/executive lecturer at the Advanced Business Institute in New York and the International Executive Education Centers in Brussels, Belgium and Milan, Italy, and often serves as keynoter or featured speaker at professional conferences on customer service or customer relationship and loyalty management throughout Europe, Asia, and North America.

Prizes

Many businesses find themselves asking: "Who's stealing my customers? Why is it happening? How can I stop it?" Who Stole My Customer? has the answers. It's a complete guide to planning and implementing customer loyalty processes that really work--because they're built around what customers really want. Drawing on his unsurpassed experience redesigning customer-facing processes at IBM, Harvey Thompson shows readers their business through the customer's eyes--and in many cases readers might be shocked at what they actually see. In the book, readers systematically discover the real drivers of customer loyalty in their business, so they can focus their customer relationship investments for maximum value. Thompson shows exactly how to rebuild every touchpoint around the customer's needs and how to overcome every obstacle that stands in the way. Readers won't just improve customer retention for a quarter or two: they will be empowered to build resilient customer relationships that resist competition for years to come. Thompson is the author of BusinessWeek bestseller The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customers First (McGraw-Hill Trade, 1999).

Reviews

Praise for Who Stole My Customer?? "Everyone talks about becoming a customer-centered company. This practical and readable book shows how actually to make it happen." --Dr. Michael Hammer, Author of the international bestseller Reengineering the Corporation "Who Stole My Customer?? offers unique and powerful insights into the world of acquiring and retaining customers. Most importantly it provides new approaches to keeping existing customers from defection. A must-read in today's challenging business environment." --Dieter Huckenstein, President, Hotel Operations, Hilton Hotels Corporation "Harvey Thompson probably knows more about how companies should work with customers than anyone else in the world. In an age when computers and mass communications make it difficult to keep or attract new customers, Thompson's insights on what managers must do to keep them make this one of the most important business books published this year. Clearly must reading for all levels of management." --James W. Cortada, IBM Institute for Business Value "Harvey Thompson has done it again with this well-written book that offers valuable insights about the roots of sustained corporate greatness. He captures a lifetime of building winning formulas and puts them into a simple and practical context for executives at any level looking to take their business to the next level in the 21st century." --Mark R. Richards, President, Structures Division, Valmont Industries, Inc. "One of the leading causes of the rapid turnover of marketing and sales executives isn't the economy, it's the ignored cancer of customer attrition. Who Stole My Customer takes this challenge head-on and tackles it from a pragmatic perspective with actions you can take today." --Louis Columbus, Senior Analyst, AMR Research "I think Harvey Thompson really understands how customers feel about products and services--for better or worse! His central point is well taken--take care of them now or lose them to competitors who are more in tune with your customers' needs and wants. This book helps us remember that we must build our offerings from the 'outside in' to build customer loyalty and minimize defection. Thank you, Mr. Thompson!" --Bill Ghormley, Executive Consultant, The Forum Corporation, and Past President, The Marketing Science Institute "With many customers focused on the 'next innovation,' Harvey Thompson straightforwardly breaks down the process for examining customer touchpoints and defection drivers and for recognizing and exploiting customer loyalty. Thompson also reaffirms the next value proposition in customer service: the customer's need for a solution. With that framework, he insightfully turns the magnifying glass 180 degrees to elicit the reader's experience as a customer. This help drive home his message that a good part of success in customer acquisition and retention is dependent on continual reexamination of customer 'needs.'" --Michael Perry, Chairman and Chief Executive Officer, IndyMac Bank