Customers for Life
Customers for Life

Author: Carl Sewell

Publisher: Crown Currency

Published: 2009-07-01

Total Pages: 241

ISBN-13: 0307567311

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In this completely revised and updated edition of the customer service classic, Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world. Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years. Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including: • Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge. • No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them? • Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve.

Marketing Metrics
Marketing Metrics

Author: Neil Bendle

Publisher: FT Press

Published: 2020-08-23

Total Pages: 710

ISBN-13: 0136755313

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Your Definitive, Up-to-Date Guide to Marketing Metrics—Choosing Them, Implementing Them, Applying Them This award-winning guide will help you accurately quantify the performance of all your marketing investments, increase marketing ROI, and grow profits. Four renowned experts help you apply today's best practices for assessing everything from brand equity to social media, email performance, and rich media interaction. This updated edition shows how to measure costly sponsorships, explores links between marketing and financial metrics for current and aspiring C-suite decision-makers; presents better ways to measure omnichannel marketing activities; and includes a new section on accountability and standardization in marketing measurement. As in their best-selling previous editions, the authors present pros, cons, and practical guidance for every technique they cover. Measure promotions, advertising, distribution, customer perceptions, competitor power, margins, pricing, product portfolios, salesforces, and more Apply web, online, social, and mobile metrics more effectively Build models to optimize planning and decision-making Attribute purchase decisions when multiple channels interact Understand the links between search and distribution, and use new online distribution metrics Evaluate marketing's impact on a publicly traded firm's financial objectives Whatever your marketing role, Marketing Metrics will help you choose the right metrics for every task—and capture data that's valid, reliable, and actionable.

Customer Once, Client Forever
Customer Once, Client Forever

Author: Richard Buckingham

Publisher:

Published: 2001

Total Pages: 0

ISBN-13: 9780938721826

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In Customer Once, Client Forever, Buckingham presents a process to identify, create and maintain the relationship with the client using his 12 Lifetime Tools.

Connect
Connect

Author: Lars Birkholm Petersen

Publisher: John Wiley & Sons

Published: 2014-09-15

Total Pages: 272

ISBN-13: 111896361X

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Connect and engage across channels with the new customers Connect is the ultimate marketing guide to becoming more relevant, effective, and successful within the new marketplace. Written by a team of marketing experts serving Fortune 500 brands, this book outlines the massive paradigm shift currently taking place within the industry, and provides the insight and perspective marketers need to stay on board. Readers will find guidance toward reaching a customer base that sees marketers as an unnecessary annoyance, and strategies for engaging those customers at touch points throughout the customer lifecycle. The book's scope encompasses both digital and real-life avenues, discussing the new ways of thinking and the new tools and processes that allow marketers to function in the new era where digital customer experiences are increasingly important. Marketing is undergoing a revolution to rival the impact of Gutenberg's printing press. Customers are in control, with more choice and more access than ever before, and they refuse to be "sold to" or "managed." Many marketing professionals are flailing for a new strategy while the winners are clearly jumping ahead – Connect takes readers inside the winners' world to learn the approach that's engaging the new consumer. Discover the technology and processes that allow marketers to remain relevant Craft a personal, relevant, and accessible customer journey that engages the connected customer Keep in touch throughout the customer's life cycle, both online and offline Link digital goals and metrics to business objectives for a more relevant strategy Smart marketers have moved to a higher level that achieves business objectives while increasing relevance to the customer. Connect provides readers a roadmap to this new approach, and the tools that make it work.

Clients for Life
Clients for Life

Author: Andrew Sobel

Publisher: Simon and Schuster

Published: 2001-02-21

Total Pages: 269

ISBN-13: 0743215095

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Finally, the book that all professionals frustrated with fleeting client loyalty and relentless price pressure have waited for—the first in-depth, guide to developing lasting client relationships. Millions of people in this country earn their livings by serving clients, and their numbers are growing every day. Unfortunately, far too few develop the skills and strategies needed to rise to the top in a world where clients have almost unlimited access to information and expertise. Clients for Life sets forth a comprehensive framework for how professionals in all fields can develop breakthrough relationships with their clients and enjoy enduring client loyalty. Supported by more than 100 case studies and wisdom gleaned from interviews with dozens of leading CEOs and prominent business advisors, Clients for Life identifies what clients really want and lays out the core qualities that distinguish the client advisor—an irreplaceable resource—from the expert for hire, a tradable commodity. Readers will learn, for example, to develop selfless independence, which tempers complete emotional, intellectual, and financial independence with a powerful commitment to client needs; to become deep generalists and overcome the narrow perspective caused by specialization; to systematically build lifelong trust; and to cultivate the power of synthesis—big-picture thinking—that is so highly valued by clients. Portraits of history's most famously successful advisors, including Machiavelli, Sir Thomas More, and J. P. Morgan, underscore these timeless qualities that modern professionals need to develop to excel in today's competitive environment.

The Customer Centricity Playbook
The Customer Centricity Playbook

Author: Peter Fader

Publisher: University of Pennsylvania Press

Published: 2018-10-30

Total Pages: 136

ISBN-13: 1613631413

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A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.

Create Lifetime Loyal Customers
Create Lifetime Loyal Customers

Author: Carrie Anne Yu

Publisher: Partridge Publishing Singapore

Published: 2016-11-28

Total Pages: 87

ISBN-13: 1482881403

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In Create Lifetime Loyal Customers: 7 Success Principles to Attract More Customers in Any Business Even in the Toughest Economies, Carrie lays the foundation for success with some very specific things any business can put into immediate use to grow their bottom line profits. This book will show you how to do the following: Profitably attract more customers of the right kind Derive maximum financial benefit from your customer relationships, ethically Turn customers into advocates, actively promoting your business to their contacts Keep your quality customers for life Understand and capitalize on what makes people choose one supplier over another Determine what you can afford to spend to win new customers and keep existing ones Set you and your business apart from any and all competitors And much more . . .

Profit By Design
Profit By Design

Author: Mark Hocknell

Publisher: Hambone Publishing

Published: 2019-11-30

Total Pages: 176

ISBN-13: 9780648201151

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Stop closing sales. Start opening relationships. It's time to design your business for profit. Management practices from last century are no longer enough to grow your business. This book spells out a formula you can use to take a deliberate approach to building a profitable customer portfolio.

Customer Centricity
Customer Centricity

Author: Peter Fader

Publisher:

Published: 2012

Total Pages: 128

ISBN-13:

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Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.

Power Questions to Build Clients for Life
Power Questions to Build Clients for Life

Author: Andrew Sobel

Publisher: John Wiley & Sons

Published: 2013-04-12

Total Pages: 56

ISBN-13: 1118657136

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Use the power of questions to deepen and grow your client relationships The right question can shift a conversation from the analytical to the emotional, from the details to the big picture, and from the past to the future. The result? Deeper client knowledge, more intimate relationships, and a clear understanding of how you can add more value. Power Questions to Build Clients for Life shows how to use strategic questions to implement nine essential clients-for-life strategies. You’ll learn: How to select the right clients to begin with Growth strategies to broaden your relationships Techniques for building personal relationships with your clients Powerful questions to help you connect in the C-Suite Ten questions you must ask your clients every year in order to assess your relationship health Power Questions to Build Clients for Life gives you both the strategies and the key questions to develop trusted partnerships with your most important clients.