Customers are obviously at the core of any business. However, most customers’trust in business is at an historic low, and many customers feel let down by businesses they formerly trusted. There’s a well-used phrase that it’s much easier (and cheaper) to keep existing customers than to get new ones, but a vastnumber of companies don’t follow this through in practice. In the wake of thecredit crunch, many businesses are now beginning to realise that rebuilding these relationships with customers will be crucial to future success and survival. If we’re to move forward, we’ll need nothing less than a relationship revolution. Larry Hochman, a world expert on customer loyalty points the way to closing this promise gap. He shows how transparency, honesty, accountability andopenness need to filter right through every business. Technology now enables angry customers to assemble quickly and make a big impact. In a connected world, word of mouth and reputation now matter far morethan advertising. Customers don’t just want to buy services from businesses, they want to change them. Businesses need to get closer to customers, with thevision to see and courage to act. How can every business meet the uniquely important challenge of focusing once again on the building and maintaining of customer relationships? What is the opportunity cost of not doing so at this perilous moment? What are the emotional consequences of the actions of staff in an environment when customers are more aware, more discerning, more demanding and less forgiving, and can go on-line and tell 10,000 other people about: your staff, your product, your company, your values, your ethics. This book will serve as a useful, relevant and practical guide to help you focus accordingly and as a result to succeed. Larry Hochman is one of the most popular keynote speakers in the world anda former European Business Speaker of the Year. He is a globally recognised expert on customer relationships, leadership and talent management. Before beginning his speaking career twelve years ago, Larry held a number of senior positions at British Airways and the loyalty management company Airmiles in both New York and London. He was also a pioneer of corporate mentoring in Europe andhas been the personal mentor to many Chief Executives all over the world. Originally from America, Larry currently resides in both London and Venice. INDICE: Acknowledgements. Introduction: Customers for Life…Priceless. 1 The Search for Unique Value. 2 The Collapse of Trust and Confi dence. 3 Closing the Promise Gap. 4 Customers in Control, Forever. 5 Get Closer, Get Smarter, Get Ready. 6 Building a Common Purpose. 7 Talent, as Precious as Oil. 8 The Virtuoso Way: How One-to-One Relationships Revolutionised Luxury Travel. Epilogue: The Time is Now! Index.
- ISBN: 978-0-470-68793-2
- Editorial: John Wiley & Sons
- Encuadernacion: Cartoné
- Páginas: 192
- Fecha Publicación: 05/02/2010
- Nº Volúmenes: 1
- Idioma: Inglés