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Table Of Contents

RETURN TO THE CUSTOMER
WHAT IS THE HIDDEN POWER?
ANATOMY OF A “CUSTOMERS ROCK!” COMPANY
BUILD ON THE “ROCK”: THE FOUR KEYS TO GROWTH
HOW TO READ THIS BOOK
CUSTOMER LISTENING POSTS
LISTEN FOR CUSTOMER FEEDBACK
FOUNDATION FOR THE FOUR KEYS
EXPERIENCE THE LIFE CYCLE
UNDERSTAND THE CUSTOMER’S STATE OF MIND
MEET THE NEEDS OF YOUR CUSTOMERS
JUST WHAT I NEEDED
MARKETING THE WAY YOUR CUSTOMERS PREFER IT
START AN ONGOING DIALOGUE
SEND MORE THAN JUST BILLS
THANK YOU FOR BEING A CUSTOMER—I MEAN IT!
MAKE CUSTOMERS FEEL VALUED
THE CUSTOMER EXPERIENCE
THE CUSTOMER PERSPECTIVE
CUSTOMER EXPECTATIONS DRIVE THE OUTCOME
YOUR CUSTOMER EXPERIENCE COMPETITION
UNCOVER THE BEST EXPERIENCE
FOCUS ON YOUR CUSTOMERS
MANAGING THE CUSTOMER EXPERIENCE—OR NOT
DESIGN THE CUSTOMER EXPERIENCE END-TO-END
MAP THE CUSTOMER JOURNEY
TAKE CARE OF THE BEGINNING
MAKE IT PERSONAL
YOU ARE ALWAYS ONSTAGE
PUTTING IT ALL TOGETHER FOR THE CUSTOMER
A COMPETITIVE DIFFERENTIATOR
NO SILOS
DESIGN PROCESSES THAT FIT
DO YOU WANT MY BUSINESS?
PUT PEOPLE FIRST
WHAT WE VALUE
KEEP IT GOING
CUSTOMER-FOCUSED METRICS
MOVE FROM DATA TO INSIGHT TO ACTION
SATISFACTION: DOES IT MATTER?
MEASURING CUSTOMER PERCEPTION
MEASURING THE SUCCESS OF CUSTOMER STRATEGY
HIRE FOR ATTITUDE
EMPLOYEE EMPOWERMENT
EMPLOYEES MAKE THE DIFFERENCE
R O C K—KILLER CUSTOMER SERVICE
CUSTOMER SERVICE IS THE NEW MARKETING
HOW DO YOU VIEW YOUR CUSTOMERS?
WHERE DOES SOCIAL MEDIA FIT?
VIRAL CAMPAIGNING VERSUS VIRAL COMPLAINING
THE TRUE MEANING OF CUSTOMER SERVICE
MAKE THEM WANT TO SHOUT ABOUT IT
HELP CUSTOMERS PLAY A ROLE
THINGS WILL GO WRONG
THE GOLDEN RULE FOR CUSTOMERS
TAKING CARE OF BUSINESS
FOCUS ON THE CUSTOMER
USE THE FOUR KEYS
HOW IT COULD LOOK
Notes
Index
P. 1
The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers

The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customers

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Published by Wiley
Winning strategies to keep your existing customers coming back

A business's current customer base needs to be considered among the company's most valuable assets. Discover the practical tools to preserve and grow this asset—and boost your business—by tapping into The Hidden Power of Your Customers.

Existing customers are the key to ongoing business growth. They are the people who already know you and buy from you. Yet too many businesses allow their existing customers—their least expensive, most easily acquired sales—to slip away. Don't let this happen to you!

Learn how to strengthen your business using social entrepreneur Becky Carroll's four keys to unleash The Hidden Power of Your Customers. This easy-to-read and practical guide features useful steps, inspirational stories, and real-world examples so you can create a customer strategy that keeps customers coming back (and telling their friends and colleagues).

Reveals four keys to success: relevant marketing, orchestrated customer experience, customer-focused culture, and killer customer service Details a fundamental shift that needs to take place in how businesses treat their existing customers The author writes the blog "Customers Rock!" and is the Social Media Correspondent for NBC/7 San Diego
Winning strategies to keep your existing customers coming back

A business's current customer base needs to be considered among the company's most valuable assets. Discover the practical tools to preserve and grow this asset—and boost your business—by tapping into The Hidden Power of Your Customers.

Existing customers are the key to ongoing business growth. They are the people who already know you and buy from you. Yet too many businesses allow their existing customers—their least expensive, most easily acquired sales—to slip away. Don't let this happen to you!

Learn how to strengthen your business using social entrepreneur Becky Carroll's four keys to unleash The Hidden Power of Your Customers. This easy-to-read and practical guide features useful steps, inspirational stories, and real-world examples so you can create a customer strategy that keeps customers coming back (and telling their friends and colleagues).

Reveals four keys to success: relevant marketing, orchestrated customer experience, customer-focused culture, and killer customer service Details a fundamental shift that needs to take place in how businesses treat their existing customers The author writes the blog "Customers Rock!" and is the Social Media Correspondent for NBC/7 San Diego

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Publish date: Jul 8, 2011
Added to Scribd: Jul 15, 2011
Copyright:Traditional Copyright: All rights reservedISBN:9781118095447
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