Don't Just Relate - Advocate: A Blueprint for Profit in the Era of Customer Power

4.33 avg rating
( 3 ratings by GoodReads )
 
9780131913615: Don't Just Relate - Advocate: A Blueprint for Profit in the Era of Customer Power

In today's environment companies need to go beyond relationship marketing" to be true customer advocates -- faithfully representing their customers' interests. Customer advocacy means providing customers and prospects with open, honest and complete information. It means talking with customers, not at them. In most companies, customer advocacy requires a massive transformation in both culture and process. In this book, MIT's Glen Urban covers the entire 'pyramid' of customer advocacy: the 'base' (starting with TQM and customer satisfaction initiatives); the 'middle' (relationship marketing); and the 'pinnacle': new advocacy techniques built on trust, not coercion. Companies from GM to Intel, Qwest to John Deere are beginning to recognize the urgent importance of customer advocacy. Urban reveals what they're trying, and what challenges they're up against -- and identifies crucial lessons for earning the customer trust needed to thrive in today's radically changed business environment.

"synopsis" may belong to another edition of this title.

Review:

"Congratulations to Glen Urban for moving 'best marketing practice' up a notch.  Companies will gain more in the long run by helping their customers make wise choices than in pushing them into purchasing their products.  Establishing a reputation for customer trust, transparency, and advice will be the new differentiator." - Phil Kotler 

From the Back Cover:

"Establishing a reputation for customer trust, transparency, and advice will be the new differentiator. Congratulations to Glen Urban for moving 'best marketing practice' up a notch."

—Philip Kotler, author of several books on marketing, including Kotler on Marketing, Marketing From A to Z, Lateral Marketing, Ten Deadly Marketing Sins, Social Marketing, and the best-selling and authoritative textbook,Marketing Management, now in its 12th edition.

Traditional "push/pull" marketing no longer works. Even highly-touted customer relationship initiatives are failing. Smart companies are pioneering an entirely new route to higher margins and sustainable competitive advantage: customer advocacy. This book reveals how it works, why it works, and how to make it work for your company.

In today's environment, you must build unprecedented trust among customers who have more information, options, and sophistication than ever. You must transcend "relationship marketing" to focus on maximizing customer interests and deepening customer partnerships. It's not easy. But if you do it, you gain immense opportunities your competitors simply can't touch.

Glen Urban offers a complete blueprint for getting there. You'll learn how to improve on all eight elements of customer advocacy, from transparency to partnership. Urban answers frequently asked questions about advocacy strategies, helping you identify and overcome your most significant obstacles. Then, drawing on new case studies, he shows how to align culture, metrics, incentives, and organization, driving effective advocacy throughout your entire organization.

  • Power shift: Why your customers now drive your relationship ...and why they no longer respond to conventional marketing

  • Do your customers trust you now? Assessing your company on eight dimensions of trust

  • Your customers are smarter than you think ...and they'll appreciate being treated that way

  • Tools and plans for moving to customer advocacy Changing culture, people, metrics, incentives, and organization

  • Straight answers on the pitfalls to avoid, and how to get results

In today's environment, you must build unprecedented

Beyond "relationship marketing": The new route to success with today's empowered customer

  • Don't fight your customers: earn their trust!

  • Craft customer advocacy strategies that work

  • Reduce customer acquisition costs, increase margins, accelerate growth

  • Deepen customer trust, one step at a time

  • Learn from the experiences of today's customer advocacy pioneers

  • For every CxO, board member, marketing leader, and strategist

Today, customers call the shots—and they know it. You can fight them, and lose. Or you can become a true customer advocate, and win.

Customer advocacy means faithfully representing your customers' interests. It means giving them open, honest, and complete information (because they'll discover the truth no matter what you do). It means talking with them, not at them. And it requires a massive transformation in both your culture and your processes. Now, one of the world's leading marketing innovators shows why you must make that transformation— and how to make it work.

MIT's Glen Urban covers the entire "pyramid" of customer advocacy: the "base" (starting with TQM and customer satisfaction initiatives); the "middle" (relationship marketing); and the "pinnacle": new advocacy techniques built on trust, not coercion. Drawing on the latest customer advocacy initiatives at firms such GM, Intel, Qwest, and John Deere, he identifies crucial lessons for earning customer trust, keeping it, and profiting from it.


© Copyright Pearson Education. All rights reserved.

"About this title" may belong to another edition of this title.

Top Search Results from the AbeBooks Marketplace

1.

Glen Urban
ISBN 10: 0131913611 ISBN 13: 9780131913615
New Quantity Available: 1
Seller
Castle Rock
(Pittsford, NY, U.S.A.)
Rating
[?]

Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97801319136151.0

More Information About This Seller | Ask Bookseller a Question

Buy New
23.23
Convert Currency

Add to Basket

Shipping: 3.20
Within U.S.A.
Destination, Rates & Speeds

2.

Glen Urban
Published by Pearson Prentice Hall (2005)
ISBN 10: 0131913611 ISBN 13: 9780131913615
New Hardcover Quantity Available: 1
Seller
Irish Booksellers
(Rumford, ME, U.S.A.)
Rating
[?]

Book Description Pearson Prentice Hall, 2005. Hardcover. Book Condition: New. book. Bookseller Inventory # 0131913611

More Information About This Seller | Ask Bookseller a Question

Buy New
35.62
Convert Currency

Add to Basket

Shipping: FREE
Within U.S.A.
Destination, Rates & Speeds

3.

Glen Urban
Published by Pearson Prentice Hall (2005)
ISBN 10: 0131913611 ISBN 13: 9780131913615
New Hardcover Quantity Available: 1
Seller
Ergodebooks
(RICHMOND, TX, U.S.A.)
Rating
[?]

Book Description Pearson Prentice Hall, 2005. Hardcover. Book Condition: New. First Printing. Bookseller Inventory # DADAX0131913611

More Information About This Seller | Ask Bookseller a Question

Buy New
36.08
Convert Currency

Add to Basket

Shipping: 3.20
Within U.S.A.
Destination, Rates & Speeds