Building Enduring Client Loyalty

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Building Enduring Client Loyalty

Author : SALTONSTALL DUNCAN
Publisher :
ISBN 13 : 9781787424708
Total Pages : pages
Book Rating : 4.4/5 (247 download)

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Book Synopsis Building Enduring Client Loyalty by : SALTONSTALL DUNCAN

Download or read book Building Enduring Client Loyalty written by SALTONSTALL DUNCAN and published by . This book was released on 2021-03-31 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Client loyalty is increasingly difficult to earn and sustain. Furthermore, heightened focus by clients on efficient, cost effective and innovative service delivery - while trying to do more in-house and through automation - makes it more difficult for law firms to remain a dominant firm of choice. Added to this, firms are seeing growing numbers of RFPs and increased competition from law companies, technology providers and clients themselves.Written by management consultant veteran of 35 years, Susan Saltonstall Duncan of RainMaking Oasis, this Special Report addresses the key components of building superior client relationships that result in greater loyalty and long-term success. Featuring case studies and insights from leading companies and business professionals responsible for law firm selection and oversight, it covers legal operations, innovation and client development, and includes a wealth of practical suggestions.The report contains five core sections:*The loyal client framework, which looks at customer experience and clients as loyalists;*A roadmap, getting started and staying on the right foot with clients, which deals with trustworthiness, client feedback and dealing with difficult clients;*Developing loyal client relationships, in-person and remotely, covering remote relationship development, key client teams/account management and succession planning;*Earning loyalty through value, innovation and collaboration, including aligning value, convergence, cross-selling and diversity; and*An appendix with tips and multiple checklists.This title will prove useful to lawyers, law firm leaders, client relationship partners and managers, and all business professionals that support firms in delivering superior service to clients. Moreover, it will assist lawyers to stay relevant and valuable through deeper understanding of a client's needs, enabling them to become a trusted business partner, build and oversee collaborative teams and implement innovative delivery models and tools.

Creating Customer Loyalty

Author : Chris Daffy
Publisher : Kogan Page Publishers
ISBN 13 : 0749484314
Total Pages : 265 pages
Book Rating : 4.7/5 (494 download)

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Book Synopsis Creating Customer Loyalty by : Chris Daffy

Download or read book Creating Customer Loyalty written by Chris Daffy and published by Kogan Page Publishers. This book was released on 2019-04-03 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.

Making Rain

Author : Andrew Sobel
Publisher : John Wiley & Sons
ISBN 13 : 0471406163
Total Pages : 258 pages
Book Rating : 4.4/5 (714 download)

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Book Synopsis Making Rain by : Andrew Sobel

Download or read book Making Rain written by Andrew Sobel and published by John Wiley & Sons. This book was released on 2003-08-08 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Professionals who work with clients or large accounts can create lifetime relationships based on these well-researched secrets. Based drawing from extensive interviews with client executives, Making Rain offers a series of provocative insights on how to shed the expert-for-hire label and develop long-term advisory relationships. Exploding the popular myth of the "Rainmaker," a dated and dysfunctional figure that clients no longer welcome, Andrew Sobel argues that any professional can learn to "make rain" on an ongoing basis with existing clients by developing a special set of skills, attitudes, and strategies. These innovative tips and techniques from a recognized leader in the field of professional services will enable any consultant, salesperson, or service professional to create enduring client loyalty.

Making Rain

Author : Andrew Sobel
Publisher : John Wiley & Sons
ISBN 13 : 0471264598
Total Pages : 257 pages
Book Rating : 4.4/5 (712 download)

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Book Synopsis Making Rain by : Andrew Sobel

Download or read book Making Rain written by Andrew Sobel and published by John Wiley & Sons. This book was released on 2003-01-31 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: Professionals who work with clients or large accounts can create lifetime relationships based on these well-researched secrets. Based drawing from extensive interviews with client executives, Making Rain offers a series of provocative insights on how to shed the expert-for-hire label and develop long-term advisory relationships. Exploding the popular myth of the "Rainmaker," a dated and dysfunctional figure that clients no longer welcome, Andrew Sobel argues that any professional can learn to "make rain" on an ongoing basis with existing clients by developing a special set of skills, attitudes, and strategies. These innovative tips and techniques from a recognized leader in the field of professional services will enable any consultant, salesperson, or service professional to create enduring client loyalty.

Loyalty Rules!

Author : Frederick F. Reichheld
Publisher : Harvard Business Press
ISBN 13 : 9781578512058
Total Pages : 248 pages
Book Rating : 4.5/5 (12 download)

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Book Synopsis Loyalty Rules! by : Frederick F. Reichheld

Download or read book Loyalty Rules! written by Frederick F. Reichheld and published by Harvard Business Press. This book was released on 2001 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc.

Clients for Life

Author : Andrew Sobel
Publisher : Simon and Schuster
ISBN 13 : 0743215095
Total Pages : 269 pages
Book Rating : 4.7/5 (432 download)

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Book Synopsis Clients for Life by : Andrew Sobel

Download or read book Clients for Life written by Andrew Sobel and published by Simon and Schuster. This book was released on 2001-02-21 with total page 269 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Build Your Customer Strategy

Author : James G. Barnes
Publisher : John Wiley & Sons
ISBN 13 : 0470056266
Total Pages : 223 pages
Book Rating : 4.4/5 (7 download)

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Book Synopsis Build Your Customer Strategy by : James G. Barnes

Download or read book Build Your Customer Strategy written by James G. Barnes and published by John Wiley & Sons. This book was released on 2007-01-06 with total page 223 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The customer relationships that a company is able to cultivate represent the most important asset that will never appear on its balance sheet." -From Chapter 1 of Build Your Customer Strategy Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships spells out how to create profitable and lasting customer relationships. It demystifies creating the great customer experience-something that everyone seems to be talking about these days-by showing you how to approach "experience" in ways your competitors haven't even thought of. Praise for Build Your Customer Strategy: A Guide to Creating Profitable Customer Relationships "Jim Barnes has written a down-to-earth, highly readable book that takes you through real examples with concrete ideas you can use today. Fact is, customers are the only source of revenue, and Jim will help your company build the strategy to grow the value of each customer to your firm, by making sure your firm becomes more valuable to each customer." -Don Peppers and Martha Rogers, PhD coauthors, The One to One Future and Return on Customer "Jim Barnes is in a class by himself as a guru who truly understands customer relationships from the customer's point of view. Read Build Your Customer Strategy when you're ready to move past slogans and technology-based CRM projects to create real customer equity and long-term profitability." -Bob Thompson, CEO CustomerThink Corp., and founder, CRMGuru.com "Build Your Customer Strategy is the book for leaders committed to creating genuine connections with clients. Jim goes beyond conventional thinking to help businesses understand, create, and implement a strategy that will result in the type of long-term loyal customers everyone wants-the ones who bring their family and friends." -Anne Lockie, Executive Vice President, Sales Canadian Personal and Business Clients, RBC Royal Bank "Excellent reading. Jim Barnes brings a refreshing perspective to customer service, loyalty and the importance of long-term, sustainable client relationships. Insightful and very educational." -Stephen Foster, Senior Vice President, Operations Starwood Hotels & Resorts Worldwide, Inc.

The Customer Loyalty Loop

Author : Noah Fleming
Publisher : Red Wheel/Weiser
ISBN 13 : 1632659352
Total Pages : 233 pages
Book Rating : 4.6/5 (326 download)

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Book Synopsis The Customer Loyalty Loop by : Noah Fleming

Download or read book The Customer Loyalty Loop written by Noah Fleming and published by Red Wheel/Weiser. This book was released on 2016-11-21 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you grow a truly sustainable business in the hypercompetitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business’s customer experience by creating “buying loops” that keep your customers coming back for more. The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you. You will learn a wide variety of simple but powerfully effective strategies, such as: How to stop using gimmicks and trick promotions to encourage repeat business, and what to do instead that will keep your customers coming back for more. How to use the “Butler Secret” to achieve results superior to any marketing campaign or promotion you’ll ever dream up. Why providing the best customer service isn’t enough anymore, and what you must do instead if you want your business to keep growing in the 21st century. The “Bentley Strategy” that will immediately and dramatically increase customer loyalty to your business. And many more proven tactics and strategies.

Why Customers Come Back

Author : Manzie R, Lawfer
Publisher : Red Wheel/Weiser
ISBN 13 : 1632658410
Total Pages : 298 pages
Book Rating : 4.6/5 (326 download)

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Book Synopsis Why Customers Come Back by : Manzie R, Lawfer

Download or read book Why Customers Come Back written by Manzie R, Lawfer and published by Red Wheel/Weiser. This book was released on 2003-11-17 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: Loyal customers are the most important asset of any company-more important than land, patents, equipment, or buildings. While finding new customers is often expensive, time-consuming, and ultimately unprofitable, retaining old customers is surprisingly easy and highly profitable. This book is not about slogans, banners, or promotions. It is about discovering and utilizing specific activities that will make your customers buy again and again...and tell the world why everyone else should buy from you too! Learning how to retain customers is important and profitable. Even a seemingly negligible increase in repeat business-just five percent-produces a whopping 60 percent increase in profits. The practical advice in Why Customers Come Back is based on the real buying habits of real customers. The five principles to follow are not brain surgery. Business people, entrepreneurs, corporate leaders, and front-line employees can understand, embrace, and implement them...right now.

Evergreen

Author : Noah Fleming
Publisher : AMACOM
ISBN 13 : 0814434444
Total Pages : 289 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Evergreen by : Noah Fleming

Download or read book Evergreen written by Noah Fleming and published by AMACOM. This book was released on 2015-01-07 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: An invaluable resource that helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits. Loyal customers are the beating heart of every great business.?Why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return. The book's entertaining stories and action steps reveal how you can: Cultivate the 3Cs of evergreen companies: character, community, and content Build loyalty programs that turn satisfied customers into enthusiastic advocates Nurture profitable customers while pruning those who sap time and money Inject authenticity into social media communications Invert the expectations gap that can drive customers away From Internet startups and mom-and-pop businesses to multinational giants, strong companies are rooted in customer retention.?The perfect solution is to shift resources from attracting new customers to engaging the base--the path to stable growth, season after season.

The Ultimate Crm Handbook: Strategies And Concepts For Building Enduring Customer Loyalty And Profitability

Author : Freeland
Publisher : Tata McGraw-Hill Education
ISBN 13 : 9780070586772
Total Pages : 0 pages
Book Rating : 4.5/5 (867 download)

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Book Synopsis The Ultimate Crm Handbook: Strategies And Concepts For Building Enduring Customer Loyalty And Profitability by : Freeland

Download or read book The Ultimate Crm Handbook: Strategies And Concepts For Building Enduring Customer Loyalty And Profitability written by Freeland and published by Tata McGraw-Hill Education. This book was released on 2004 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Ultimate CRM Handbook includes chapters from more than three dozen Accenture professionals. The authors' combined experience, insight, and understanding reveal what it takes to succeed with CRM; how to use new capabilities and approaches to drive profitable growth and increase brand value; how to use your knowledge of customer needs and preferences to create more profitable interactions; and how to structure new CRM investments to manage risk and ensure return on investment.Innovative, value-focused CRM is one of the most difficult yet essential goals to achieve in today's marketplace. The Ultimate CRM Handbook is a valuable tool for driving the CRM agenda at your organization, one that will guide you to attain an ever-rising standard of excellence in building long-lasting, one-to-one relationships that will endure and grow through all stages of the purchasing cycle--and in every competitive environment.

Power Questions to Build Clients for Life

Author : Andrew Sobel
Publisher : John Wiley & Sons
ISBN 13 : 1118657136
Total Pages : 54 pages
Book Rating : 4.1/5 (186 download)

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Book Synopsis Power Questions to Build Clients for Life by : Andrew Sobel

Download or read book Power Questions to Build Clients for Life written by Andrew Sobel and published by John Wiley & Sons. This book was released on 2013-04-12 with total page 54 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

International E-Business

Author : Wolfgang Katsch
Publisher : diplom.de
ISBN 13 : 3832447202
Total Pages : 128 pages
Book Rating : 4.8/5 (324 download)

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Book Synopsis International E-Business by : Wolfgang Katsch

Download or read book International E-Business written by Wolfgang Katsch and published by diplom.de. This book was released on 2001-11-20 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts towards customer loyalty. According to recent studies only a small part of the companies know how many visitors they have on their Websites. And only some of them know the number of frequent/loyal buyers. A lack of customer knowledge and relationships with customers can get dangerous, especially in a scenario, where the competitive offer is only one click near by. The benefits of customer loyalty are directly measurable, knowing that the costs of taking care after loyal customers are many times below those of customer acquisition. From a practical point of view the aim of the thesis is to show how companies can build loyal online-customers in order to develop long-term business relationships. Drawing from international management literature, focusing on recently published articles in order to take into consideration the developments in the changing marketplace of information technology. Successful online companies and their practical experience should [...]

Bringing Loyalty To Life

Author : Richard Beattie
Publisher : SRA Books
ISBN 13 : 1915483204
Total Pages : 242 pages
Book Rating : 4.9/5 (154 download)

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Book Synopsis Bringing Loyalty To Life by : Richard Beattie

Download or read book Bringing Loyalty To Life written by Richard Beattie and published by SRA Books. This book was released on 2023-06-08 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: After more than 40 years in the retail loyalty business Richard Beattie, founder and chairman of the world-leading, pioneering loyalty giant TCC, shares fifty essential lessons about shopper behaviour, delivering key insights into how to create successful customer loyalty programmes in an ever-changing retail landscape. Based on the many thousands of loyalty solutions that TCC has designed for its partners over the course of three decades as well as the company’s extensive research into shopper behaviour, this book is an invaluable, in-depth resource for retail professionals at any level who are seeking to understand the past, present and future of loyalty and want to: discover how loyalty campaigns can drive increased revenue and growth design loyalty campaigns for their business and measure their success create deep and enduring emotional connections with customers be a force for positive change in the community keep up with retail trends and stay ahead of the competition. Discover the key components of successful loyalty campaigns and learn how this industry expert has helped numerous global retailers change shopper behaviour.

The Customer Loyalty Solution

Author : Arthur Middleton Hughes
Publisher : McGraw Hill Professional
ISBN 13 :
Total Pages : 428 pages
Book Rating : 4.X/5 (4 download)

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Book Synopsis The Customer Loyalty Solution by : Arthur Middleton Hughes

Download or read book The Customer Loyalty Solution written by Arthur Middleton Hughes and published by McGraw Hill Professional. This book was released on 2003-02-06 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: To be successful, database marketers have to think like customers. They have to dream up strategies they think will work, test them, come up more new ideas, and test them again. Arthur Hughes, a leading expert in database marketing, shows readers how to accomplish those goals. He shows them how to get out of the vicious circle of building new loyalty programs, instead showing them how to build enduring loyalty programs using incrementalism. In this guide, readers will learn: Why giving customers a choice in a direct offer always reduces response Why you shouldn’t market to Gold customers What you can do to increase retention rates This in-depth guide, loaded with case studies from leading companies including UPS, ebay, American Airlines, and Land’s End, shows managers and executives how to deal with the new issues that typify the Internet era.

The Loyalty Effect

Author : Frederick F. Reichheld
Publisher : Harvard Business Review Press
ISBN 13 : 9780875844480
Total Pages : 356 pages
Book Rating : 4.8/5 (444 download)

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Book Synopsis The Loyalty Effect by : Frederick F. Reichheld

Download or read book The Loyalty Effect written by Frederick F. Reichheld and published by Harvard Business Review Press. This book was released on 1996 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. The Loyalty Effect reveals the secrets of successful companies which base their business strategies on loyal relationships. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits, and shows how great companies have used these principles to build loyal customers, loyal employees, and loyal owners.

The Ultimate CRM Handbook

Author : John Freeland
Publisher : McGraw-Hill
ISBN 13 :
Total Pages : 378 pages
Book Rating : 4.X/5 (4 download)

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Book Synopsis The Ultimate CRM Handbook by : John Freeland

Download or read book The Ultimate CRM Handbook written by John Freeland and published by McGraw-Hill. This book was released on 2003 with total page 378 pages. Available in PDF, EPUB and Kindle. Book excerpt: sA hands-on guidebook from Accenture for building a globally responsive, customer-driven enterprise As the dust settles from the most recent round of CRM projects, companies are increasingly finding that their efforts havenot delivered anticipated benefits. In The Ultimate CRM Handbook, influential thought leaders from Accenture discuss why CRM has failed to live up to expectations and what companies can do to improve the bottom-line return on CRM investments. More than 30 chapters and in-depth case studies on many leading companies give managers and senior executives alike the high-level perspective needed to build lasting, profitable bonds with their customers. They also provide techniques companies can use to: Establish more effective interactions with their customers Build lasting brand loyalty Dramatically improve the efficiency of their sales, marketing, and customer service operations