Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty (2nd Edition)

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9780134009698: Who Stole My Customer??: Winning Strategies for Creating and Sustaining Customer Loyalty (2nd Edition)

Rebuild customer loyalty, strengthen customer relationships, and leverage the immense power of customer co-innovation! Harvey Thompson's Who Stole My Customer?? is the world's definitive guide to rebuilding customer loyalty: must-reading in C-Suites and top business schools worldwide. That's no surprise: for decades, Thompson has been the go-to expert for CxOs seeking to optimize their customer growth and retention strategies. Now, in this extensively updated Second Edition, Thompson sharpens his focus on two of the most crucial strategic challenges identified by 1,300+ current CEOs: strengthening customer relationships and promoting innovation.

Drawing on his immense enterprise experience, Thompson helps you overcome fundamental corporate culture issues that impede both relationship-building and innovation. Next, he demonstrates how to construct customer-driven business models and management systems that improve retention by systematically involving customers in co-innovation around goals and visions they help define.

Who Stole My Customer?? Second Edition helps you identify up-to-the-minute answers to the classic "tough questions" surrounding loyalty: Who's stealing my customers? Why is it happening? How can I stop it? How can I win back lost customers? You'll discover new ways to view business processes through customer's eyes... identify today's real drivers of loyalty... tightly focus relationship investments for maximum value... rebuild touch points around customers' current and future needs.

Throughout, updated questions help you apply Thompson's techniques in your competitive environment. Thompson's questions have also been updated to serve MBA or Executive MBA level students more effectively as they seek to add more value in future work assignments.

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From the Back Cover:

The Definitive Enterprise Guide to Building Customer Loyalty: Innovative Thinking for Today’s Most Critical Challenges

This guide presents powerful new approaches and frameworks for attracting and retaining customers in an era of spiraling customer defection. It starts from a simple premise: Customers are rapidly changing today, and you need to view everything from their new perspectives. Why? Because your prior strengths and culture can unknowingly unravel your best efforts to retain them.

Renowned international consultant Harvey Thompson helps you rip away the “company-first” blinders worn by practically every manager. Then, with your “new eyes,” he helps you apply the latest customer loyalty strategies to build a world-class customer-preferred business. Avoiding “silver bullet” approaches that rarely deliver value, Thompson focuses on elements of customer strategy consistently linked to success. You’ll learn how to identify exactly what’s driving your customer’s behavior now, and how to avoid missteps firms make even when they’re honestly trying to fulfill customers’ needs.

Thompson presents each key issue from both the company’s and customer’s viewpoint, helping you reconcile and align both views, without ever losing sight of the customer’s primacy. Each chapter includes a “Take the Customer’s Viewpoint” exercise, helping you personally experience attrition issues from your customer’s perspective, and drill down to identify your best solutions.

Shed your “management skin,” and see yourself as your customers do.
Uncover processes and touchpoints traditionally designed for you, not your customer

Your customers have changed. Have you noticed?
Recognize the danger in yesterday’s successes and assumptions

Empower your customers to co-innovate.
Move toward truly customer-driven business models and management systems

Plan and implement powerful loyalty strategies that really work.
Build strategies around your customers and what they really want

Go beyond “buying” customer loyalty.
Identify strategic customer investments that offer superior long-term return

Unleash the power of social media.
Engage customers to jointly create mutual value

Harvey Thompson’s Who Stole My Customer?? is a must-read in C-Suites and top business schools worldwide. That’s no surprise: Thompson has long been the go-to expert for CxOs seeking to optimize customer growth and retention.

Now, in this Second Edition, Thompson sharpens his focus on today’s most crucial retention and loyalty challenges. Drawing on his immense global experience, Thompson helps you overcome key culture issues that impede relationship-building and innovation. Next, he shows how to improve retention by systematically involving customers in co-innovation around goals and visions they help define.

Thompson helps you identify today’s best answers to tough questions like: Who’s stealing my customers? Why? How can I become “customer-preferred” with limited resources and an endless list of (rapidly changing) customer needs? You’ll learn how to truly view processes and channels through customer’s eyes...stop buying “short-term” loyalty and focus on more effective strategic approaches...and rebuild your touchpoints around customers’ current and future needs.

With Thompson’s help, you can stop asking who stole your customer.
Let your competitors start asking: who stole theirs?

About the Author:

Harvey Thompson is internationally recognized as an authority on how to grow market share and loyal customers by transforming a business--from the outside in--using the external customers points of view. As director and managing principal for IBM Global Services, Customer Value Management Consulting, he built a worldwide network of consultants to help Fortune 500 and Global 1000 senior executives develop an actionable, customer-defined vision of their company as the ideal vendor--and then implement it.

Later, as worldwide executive for IBM Business Innovation Services, Customer Loyalty and Relationship Management, his team developed and patented a suite of customer loyalty offerings to provide clients with a customer-focused strategy and an implementation roadmap. His ground-breaking book, The Customer-Centered Enterprise, was released in 2000 by McGraw-Hill, and received international bestseller acclaim. Executive Book Summaries recognized it as one of the best business books of the year, and the Harvard Business School featured and recommended it on their website. The first edition of Who Stole My Customer?? was released by Pearson-Prentice Hall in 2004. And with this second edition in 2015, his books have been published internationally in twelve editions and nine languages and appear on student reading lists for major universities worldwide.

Thompson has been cited as an expert on Customer Loyalty and Relationship Management and interviewed or quoted in such publications as The Journal of Business Strategy, The Economist, Business Week, Newsweek, PC Week, and Investors Business Daily. He served as an editorial board member for the Journal of Financial Services Marketing, and has been keynote at global professional conferences and lectured at executive forums such as the Advanced Business Institute, in Palisades, NY, and the International Executive Education Centers in Brussels, Belgium, and Milan, Italy.

Thompson retired as an IBM executive to pursue writing, conference speaking, client management team briefings, and private consulting. He can be reached via email at hthompson@customer-centered-ent.com.

 

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