Customer Loyalty Program Simple Steps To Win Insights And Opportunities For Maxing Out Success

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Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781488898334
Total Pages : 174 pages
Book Rating : 4.8/5 (983 download)

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Book Synopsis Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-10-11 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Customer Loyalty success, jam-packed with ready to use insights for results, loaded with all the data you need to decide how to gain and move ahead. Based on extensive research, this lays out the thinking of the most successful Customer Loyalty knowledge experts, those who are adept at continually innovating and seeing opportunities. This is the first place to go for Customer Loyalty innovation - INCLUDED are numerous real-world Customer Loyalty blueprints, presentations and templates ready for you to access and use. Also, if you are looking for answers to one or more of these questions then THIS is the title for you: What Impacts Customer Loyalty? Do customer loyalty programs really work? Is customer loyalty decreasing? What is next for customer loyalty programmes? How big is the customer loyalty market? Which websites have the best online customer loyalty programs? Why is customer loyalty important? What's a good customer loyalty program business model? How do customer loyalty programs work? ...and much more...

Customer Loyalty Program - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781488899065
Total Pages : 142 pages
Book Rating : 4.8/5 (99 download)

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Book Synopsis Customer Loyalty Program - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Customer Loyalty Program - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-10-11 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Customer Loyalty Program success, jam-packed with ready to use insights for results, loaded with all the data you need to decide how to gain and move ahead. Based on extensive research, this lays out the thinking of the most successful Customer Loyalty Program knowledge experts, those who are adept at continually innovating and seeing opportunities. This is the first place to go for Customer Loyalty Program innovation - INCLUDED are numerous real-world Customer Loyalty Program blueprints, presentations and templates ready for you to access and use. Also, if you are looking for answers to one or more of these questions then THIS is the title for you: What's a good customer loyalty program business model? How do I calculate the profitability of an online customer loyalty program? What are some of the best case studies of a successful customer loyalty program? ...and much more...

Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781488895869
Total Pages : 152 pages
Book Rating : 4.8/5 (958 download)

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Book Synopsis Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Customer Loyalty - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-07-27 with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Customer Loyalty success, jam-packed with ready to use insights for success, loaded with all the data you need to decide how to gain and move ahead. An one-of-a-kind book, based on extensive research, this reveals the best practices of the most successful Customer Loyalty knowledge mavens, those who are adept at continually innovating and seeing opportunity where others do not. This is the first place to go for Customer Loyalty innovation, in today's knowledge-driven business environment, professionals face particular challenges as their purpose is to discover or develop new concepts, products, or processes; the pressure to perform is intense. This title is the entryway to a single source for innovation. BONUS: Included with the book come numerous real-world Customer Loyalty blueprints, presentations and templates ready for you to download and use. This book addresses the crucial issue of Customer Loyalty adoption by presenting the facts to move beyond general observation. The model underpinning this book has been used as a predictive decision tool, tracking thousands of innovations for over more than a decade. And...this all-encompassing analysis focuses on key areas of future Customer Loyalty growth.

Customer Relationship Management - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781488893230
Total Pages : 174 pages
Book Rating : 4.8/5 (932 download)

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Book Synopsis Customer Relationship Management - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Customer Relationship Management - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-07-04 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Customer Relationship Management success, jam-packed with ready to use insights for success, loaded with all the data you need to decide how to gain and move ahead. An one-of-a-kind book, based on extensive research, this reveals the best practices of the most successful Customer Relationship Management knowledge mavens, those who are adept at continually innovating and seeing opportunity where others do not. This is the first place to go for Customer Relationship Management innovation, in today's knowledge-driven business environment, professionals face particular challenges as their purpose is to discover or develop new concepts, products, or processes; the pressure to perform is intense. This title is the entryway to a single source for innovation. BONUS: Included with the book come numerous real-world Customer Relationship Management blueprints, presentations and templates ready for you to download and use. This book addresses the crucial issue of Customer Relationship Management adoption by presenting the facts to move beyond general observation. The model underpinning this book has been used as a predictive decision tool, tracking thousands of innovations for over more than a decade. And...this all-encompassing analysis focuses on key areas of future Customer Relationship Management growth.

The Power of Loyalty

Author : Roger L. Brooks
Publisher : Entrepreneur Press
ISBN 13 : 1599183935
Total Pages : 242 pages
Book Rating : 4.5/5 (991 download)

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Book Synopsis The Power of Loyalty by : Roger L. Brooks

Download or read book The Power of Loyalty written by Roger L. Brooks and published by Entrepreneur Press. This book was released on 2010-06-16 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyalty strategist Roger L. Brooks invites you to take part in the growing loyalty movement and shows you how to build a successful loyalty strategy following 10 essential steps Brooks covers the best practices and proven techniques from more than 12 customer loyalty leaders including Chase, JetBlue, Verizon, Subway, Starbucks, Nordstrom, Wegman's, T.G.I. Friday's, CVS/pharmacy, Bank of Montreal, Saks Fifth Avenue and Men's Wearhouse. He provides a comprehensive 6-point initial launch plan plus strategy essentials including employee and company introductions to loyalty. In addition, you'll learn how to incorporate loyalty initiatives into your marketing plans and budgets and identify WOW factors to set your business apart from your competitors.

Customer Engagement - Simple Steps to Win, Insights and Opportunities for Maxing Out Success

Author : Gerard Blokdijk
Publisher : Complete Publishing
ISBN 13 : 9781488893773
Total Pages : 72 pages
Book Rating : 4.8/5 (937 download)

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Book Synopsis Customer Engagement - Simple Steps to Win, Insights and Opportunities for Maxing Out Success by : Gerard Blokdijk

Download or read book Customer Engagement - Simple Steps to Win, Insights and Opportunities for Maxing Out Success written by Gerard Blokdijk and published by Complete Publishing. This book was released on 2015-07-14 with total page 72 pages. Available in PDF, EPUB and Kindle. Book excerpt: The one-stop-source powering Customer Engagement success, jam-packed with ready to use insights for success, loaded with all the data you need to decide how to gain and move ahead. An one-of-a-kind book, based on extensive research, this reveals the best practices of the most successful Customer Engagement knowledge mavens, those who are adept at continually innovating and seeing opportunity where others do not. This is the first place to go for Customer Engagement innovation, in today's knowledge-driven business environment, professionals face particular challenges as their purpose is to discover or develop new concepts, products, or processes; the pressure to perform is intense. This title is the entryway to a single source for innovation. BONUS: Included with the book come numerous real-world Customer Engagement blueprints, presentations and templates ready for you to download and use. This book addresses the crucial issue of Customer Engagement adoption by presenting the facts to move beyond general observation. The model underpinning this book has been used as a predictive decision tool, tracking thousands of innovations for over more than a decade. And...this all-encompassing analysis focuses on key areas of future Customer Engagement growth.

Electronic Commerce 2018

Author : Efraim Turban
Publisher : Springer
ISBN 13 : 3319587153
Total Pages : 653 pages
Book Rating : 4.3/5 (195 download)

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Book Synopsis Electronic Commerce 2018 by : Efraim Turban

Download or read book Electronic Commerce 2018 written by Efraim Turban and published by Springer. This book was released on 2017-10-12 with total page 653 pages. Available in PDF, EPUB and Kindle. Book excerpt: This new Edition of Electronic Commerce is a complete update of the leading graduate level/advanced undergraduate level textbook on the subject. Electronic commerce (EC) describes the manner in which transactions take place over electronic networks, mostly the Internet. It is the process of electronically buying and selling goods, services, and information. Certain EC applications, such as buying and selling stocks and airline tickets online, are reaching maturity, some even exceeding non-Internet trades. However, EC is not just about buying and selling; it also is about electronically communicating, collaborating, and discovering information. It is about e-learning, e-government, social networks, and much more. EC is having an impact on a significant portion of the world, affecting businesses, professions, trade, and of course, people. The most important developments in EC since 2014 are the continuous phenomenal growth of social networks, especially Facebook , LinkedIn and Instagram, and the trend toward conducting EC with mobile devices. Other major developments are the expansion of EC globally, especially in China where you can find the world's largest EC company. Much attention is lately being given to smart commerce and the use of AI-based analytics and big data to enhance the field. Finally, some emerging EC business models are changing industries (e.g., the shared economy models of Uber and Airbnb). The 2018 (9th) edition, brings forth the latest trends in e-commerce, including smart commerce, social commerce, social collaboration, shared economy, innovations, and mobility.

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

The Challenger Sale

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1101545895
Total Pages : 242 pages
Book Rating : 4.1/5 (15 download)

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Book Synopsis The Challenger Sale by : Matthew Dixon

Download or read book The Challenger Sale written by Matthew Dixon and published by Penguin. This book was released on 2011-11-10 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.

Playing to Win

Author : Alan G. Lafley
Publisher : Harvard Business Press
ISBN 13 : 142218739X
Total Pages : 274 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis Playing to Win by : Alan G. Lafley

Download or read book Playing to Win written by Alan G. Lafley and published by Harvard Business Press. This book was released on 2013 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.

Leading Loyalty

Author : Sandy Rogers
Publisher : AMACOM
ISBN 13 : 0814439608
Total Pages : 223 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Leading Loyalty by : Sandy Rogers

Download or read book Leading Loyalty written by Sandy Rogers and published by AMACOM. This book was released on 2019-04-16 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: In business, it’s not enough for people to like you, they need to love you! Learn how building loyalty and modeling great customer service behavior to develop frontline teams is the key to building raving fans. To thrive in today’s economy, it’s not enough for customers to merely like you. They have to love you. Win their hearts and they will not only purchase more—they’ll talk you up to everyone they know. But what turns casual customers into passionate promoters and lifelong buyers? Loyalty experts at FranklinCovey set out to unlock the mysteries of gaining the customer’s loyalty. In an extensive study that involved 1,100 stores and thousands of people, they isolated examples that stood out in terms of revenues and profitability. They found that these “campfire stores” burned brighter than the rest thanks to fiercely loyal customers and the employees who delight in making their customers’ lives easier. Full of eye-opening examples and practical tools, Leading Loyalty helps you infuse empathy, responsibility, and generosity into every interaction and: Make warm, authentic connections Ask the right questions and listen to learn Discover the real job to be done Take ownership of the customer’s issue Follow up and strengthen the relationship Share insights openly and kindly Surprise people with unexpected extras Model, teach, and reinforce these essential behaviors through weekly team huddles It’s time to invest in building loyalty. Leading Loyalty reveals the principles and practices of everyday service heroes—the customer-facing employees who cultivate bonds and lift revenues through the roof.

Marketing Metrics

Author : Paul W. Farris
Publisher : Pearson Education
ISBN 13 : 0132716275
Total Pages : 463 pages
Book Rating : 4.1/5 (327 download)

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Book Synopsis Marketing Metrics by : Paul W. Farris

Download or read book Marketing Metrics written by Paul W. Farris and published by Pearson Education. This book was released on 2006-04-18 with total page 463 pages. Available in PDF, EPUB and Kindle. Book excerpt: Few marketers recognize the extraordinary range of metrics now available for evaluating their strategies and tactics. In Marketing Metrics, four leading researchers and consultants systematically introduce today's most powerful marketing metrics. The authors show how to use a "dashboard" of metrics to view market dynamics from various perspectives, maximize accuracy, and "triangulate" to optimal solutions. Their comprehensive coverage includes measurements of promotional strategy, advertising, and distribution; customer perceptions; market share; competitors' power; margins and profits; products and portfolios; customer profitability; sales forces and channels; pricing strategies; and more. You'll learn how and when to apply each metric, and understand tradeoffs and nuances that are critical to using them successfully. The authors also demonstrate how to use marketing metrics as leading indicators, identifying crucial new opportunities and challenges. For clarity and simplicity all calculations can be performed by hand, or with basic spreadsheet techniques. In coming years, few marketers will rise to senior executive levels without deep fluency in marketing metrics. This book is the fastest, easiest way to gain that fluency.

The Artist's Way

Author : Julia Cameron
Publisher : Penguin
ISBN 13 : 1101156880
Total Pages : 295 pages
Book Rating : 4.1/5 (11 download)

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Book Synopsis The Artist's Way by : Julia Cameron

Download or read book The Artist's Way written by Julia Cameron and published by Penguin. This book was released on 2002-03-04 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: "With its gentle affirmations, inspirational quotes, fill-in-the-blank lists and tasks — write yourself a thank-you letter, describe yourself at 80, for example — The Artist’s Way proposes an egalitarian view of creativity: Everyone’s got it."—The New York Times "Morning Pages have become a household name, a shorthand for unlocking your creative potential"—Vogue Over four million copies sold! Since its first publication, The Artist's Way phenomena has inspired the genius of Elizabeth Gilbert and millions of readers to embark on a creative journey and find a deeper connection to process and purpose. Julia Cameron's novel approach guides readers in uncovering problems areas and pressure points that may be restricting their creative flow and offers techniques to free up any areas where they might be stuck, opening up opportunities for self-growth and self-discovery. The program begins with Cameron’s most vital tools for creative recovery – The Morning Pages, a daily writing ritual of three pages of stream-of-conscious, and The Artist Date, a dedicated block of time to nurture your inner artist. From there, she shares hundreds of exercises, activities, and prompts to help readers thoroughly explore each chapter. She also offers guidance on starting a “Creative Cluster” of fellow artists who will support you in your creative endeavors. A revolutionary program for personal renewal, The Artist's Way will help get you back on track, rediscover your passions, and take the steps you need to change your life.

Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing

Author : Gupta, Monika
Publisher : IGI Global
ISBN 13 : 1668458993
Total Pages : 317 pages
Book Rating : 4.6/5 (684 download)

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Book Synopsis Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing by : Gupta, Monika

Download or read book Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing written by Gupta, Monika and published by IGI Global. This book was released on 2022-12-09 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: Emotional impulses heavily influence the behavior of customers. Sensory marketing establishes an emotional connection between the company and the customers, thus yielding a positive response towards the brand. It has a strong influence not only on the perceptions but also on the choices of the customers. It assists the organizations in delivering a unique multisensory experience and capitalizes on new marketing opportunities. Therefore, businesses should carefully formulate sensory marketing strategies revolving around the details of offered product mix, prospective modes of communication, as well as point-of-sale actions. Promoting Consumer Engagement Through Emotional Branding and Sensory Marketing provides strategies for approaching customers through their senses to better formulate effective sensory tactics. It strengthens the research in communicating brand image, enhancing brand recognition, generating brand loyalty, and increasing brand appeal through sensory marketing. Covering topics such as customer engagement, brand experience, and service quality, this premier reference source is an indispensable resource for business leaders and executives, marketing professionals, brand specialists, students and faculty of higher education, librarians, researchers, and academicians.

Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

Author : Rajat Paharia
Publisher : McGraw Hill Professional
ISBN 13 : 0071813381
Total Pages : 303 pages
Book Rating : 4.0/5 (718 download)

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Book Synopsis Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification by : Rajat Paharia

Download or read book Loyalty 3.0: How to Revolutionize Customer and Employee Engagement with Big Data and Gamification written by Rajat Paharia and published by McGraw Hill Professional. This book was released on 2013-05-31 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn the secret to using big data and gamification to motivate, engage, and engender true loyalty among your customers, employees, and partners As our lives move online and nearly everything we do is being mediated by technology, all of our activity is generating reams of data – we are all “walking data generators.” Loyalty 3.0 reveals how to combine this “big data” with the latest understanding of human motivation to power gamification - the data-driven motivational techniques used by game designers to stimulate engagement, participation, and activity. With this potent combination, businesses now have a powerful engine for creating true loyalty among their customers, employees, and partners, and for generating a sustainable competitive advantage in their markets. Loyalty 3.0 is a book that will redefine how you think about loyalty, and will open your eyes to the power of data to engage and motivate anyone, anywhere. Rajat Paharia created the gamification industry in 2007 as the founder and Chief Product Officer at Bunchball, which has been recognized as an industry leader and innovator by Fast Company, TechCrunch, MSNBC, Forbes, and many others. Prior to Bunchball, Rajat worked at the intersection of technology, design, and user experience at world-renowned design firm IDEO.

The Progress Principle

Author : Teresa Amabile
Publisher : Harvard Business Press
ISBN 13 : 1422142736
Total Pages : 270 pages
Book Rating : 4.4/5 (221 download)

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Book Synopsis The Progress Principle by : Teresa Amabile

Download or read book The Progress Principle written by Teresa Amabile and published by Harvard Business Press. This book was released on 2011-07-19 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: What really sets the best managers above the rest? It’s their power to build a cadre of employees who have great inner work lives—consistently positive emotions; strong motivation; and favorable perceptions of the organization, their work, and their colleagues. The worst managers undermine inner work life, often unwittingly. As Teresa Amabile and Steven Kramer explain in The Progress Principle, seemingly mundane workday events can make or break employees’ inner work lives. But it’s forward momentum in meaningful work—progress—that creates the best inner work lives. Through rigorous analysis of nearly 12,000 diary entries provided by 238 employees in 7 companies, the authors explain how managers can foster progress and enhance inner work life every day. The book shows how to remove obstacles to progress, including meaningless tasks and toxic relationships. It also explains how to activate two forces that enable progress: (1) catalysts—events that directly facilitate project work, such as clear goals and autonomy—and (2) nourishers—interpersonal events that uplift workers, including encouragement and demonstrations of respect and collegiality. Brimming with honest examples from the companies studied, The Progress Principle equips aspiring and seasoned leaders alike with the insights they need to maximize their people’s performance.

Who Stole My Customer??

Author : Harvey Thompson
Publisher : FT Press
ISBN 13 : 0133990435
Total Pages : 224 pages
Book Rating : 4.1/5 (339 download)

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Book Synopsis Who Stole My Customer?? by : Harvey Thompson

Download or read book Who Stole My Customer?? written by Harvey Thompson and published by FT Press. This book was released on 2014-12-12 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.