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Evergreen

Evergreen Author Noah Fleming
ISBN-10 9780814434444
Release 2015-01-07
Pages 288
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Loyal customers are the beating heart of every great business. So 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. A better solution is to shift resources from attracting new customers to engaging the base-the path to stable growth, season after season. The book's entertaining stories and action steps reveal how anyone 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. Evergreen helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.



Evergreen

Evergreen Author Noah Fleming
ISBN-10 0814434436
Release 2015
Pages 288
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Loyal customers are the beating heart of every great business. So why do many companies bail on them to chase one-timers? Evergreen makes a winsome case for engaging your base as a path to stable growth, weaving entertaining stories and action steps to help you turn satisfied customers into enthusiastic advocates, forge lasting bonds, and build steady profits.



The Customer Loyalty Loop

The Customer Loyalty Loop Author Noah Fleming
ISBN-10 1632650665
Release 2016-11-21
Pages 272
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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.



Harvard Business Review on Increasing Customer Loyalty

Harvard Business Review on Increasing Customer Loyalty Author Harvard Business Review
ISBN-10 9781422162521
Release 2011
Pages 221
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How do you keep your customers coming back - and get them to bring others? This collection of HBR articles helps you: turn angry customers into loyal advocates; get more people to recommend you; boost customer satisfaction by satisfying your employees; and, focus on profitable customers - whether they're loyal or not.



The Customer Loyalty Solution

The Customer Loyalty Solution Author Arthur Middleton Hughes
ISBN-10 9780071429047
Release 2003-03-13
Pages 336
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How Today's Marketing Leaders Have Bypassed the "Experts" to Craft Effective, Inexpensive Customer Loyalty Programs Database marketing is today's most powerful tool for designing cost-effective, resource-efficient marketing and operations programs. The Customer Loyalty Solution cuts through theory and guesswork to examine how leading marketers from Land's End to IBM are using today's new breed of database marketing tools to compute lifetime value, cut costs in every area, and make databases easier to access and utilize from anywhere on the globe. Praise for The Customer Loyalty Solution: "The Customer Loyalty Solution combines the best of traditional practice with contemporary market factors in terms that inspire and cut across industries. Straightforward enough for the upcoming 1-1 marketer as well as a great catch-up for the seasoned practitioner."--Joe Rapolla, VP, Consumer Marketing Services, Universal Music Group/CLO "Delivers practical solutions instead of hyperbole and theory. Hughes makes this book fun to read, and he gets his point across--clearly."--Robert McKim, CEO, msdbm "Well written and easy to understand. Hughes imparts his wisdom to set realistic expectations and provides case studies adding real-world application."--J.C. Johnson, VP, Database Marketing, Fairfield Resorts "Hughes distills the jargon and complexity of database marketing into a refreshingly straightforward and practical guide. The Customer Loyalty Solution should be required reading for anyone serious about making database marketing work."--Jonathan Huth, VP, Relationship Database Marketing, Scotiabank New technologies like the Web have brought unprecedented change to database marketing. But some things never change. Successful marketers have learned that to understand their customers they must still think like their customers, who continue to ignore one-time discounts to ask, "Why would I want to be that company's customer? What's in it for me?" The Customer Loyalty Solution goes straight to the source, revealing how marketers today are leveraging their database marketing programs to identify and attract the most profitable new customers, increase current customer retention and repurchase, and identify and reward their most loyal and profitable customers. More than 40 detailed case studies and dozens of examples reveal success stories including Verizon's "best in class" datamart that realized a 1681 percent return on marketing investment Isuzu's database project that targeted only their best prospects--and cut industry-standard per-unit sales costs in half Weekly Standard's variable headline strategy that increased direct mail response rates by nearly 25 percent Author and database marketing pioneer Arthur Hughes doesn't hide behind incomprehensible formulas and impossible-to-navigate layouts. Each easy-to-follow chapter clearly addresses and explains a different piece of the database-marketing puzzle. Case studies are clearly marked and detail what went right--or wrong. Chapter-ending synopses summarize the lessons to be learned in each chapter and clearly review what worked and what didn't. These features and others combine with innovative charts and quizzes to ensure hands-on understanding of material covered and make the book a timely, practical guide. The Customer Loyalty Solution reveals how database marketing and customer relationship management initiatives are making a difference, today, for the world's leading marketers. It provides you with step-by-step techniques for benchmarking their efforts to develop intelligent strategies of your own, understanding how and why they work, and monitoring their results to continually adjust and modify for changing market conditions. The result will be far stronger customer loyalty, more consistent repeat sales, and a database-marketing program that is enjoyable and successful--for both you and your most profitable customers.



Dealing with Difficult Customers

Dealing with Difficult Customers Author Noah Fleming
ISBN-10 9781632658890
Release 2017-11-20
Pages 240
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Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem. Dealing with Difficult Customers will show you: How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more. How “Hungry Hippos” and “Problem Children” are sapping your employees time and energy and what to do about them. The behaviors that turn great customers into dissatisfied critics and how to change them.



Loyalty 3 0 How to Revolutionize Customer and Employee Engagement with Big Data and Gamification

Loyalty 3 0  How to Revolutionize Customer and Employee Engagement with Big Data and Gamification Author Rajat Paharia
ISBN-10 9780071813389
Release 2013-05-31
Pages 304
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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.



Customer loyalty

Customer loyalty Author Jill Griffin
ISBN-10 0787908606
Release 1997-06-26
Pages 242
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Your guide to building and sustaining the most critical partnership of all Both the front-line salesperson concerned with a single customer and the senior manager responsible for the organization-wide sales and marketing strategy will find Griffin's Profit Generator system a useful process for building a base of consistently profitable customers. -- Quality Digest Hold on to the best asset you've got! This pragmatic guide to achieving customer loyalty outlines a savvy seven-step process for turning prospects into customers and customers into loyal advocates. Presenting detailed case studies -- from a Florida picture framer and a Nebraska travel agent to Home Depot and Sharp Electronics -- author Jill Griffin shares her trademarked Profit Generator System, a step-by-step approach to pricing, value, positioning, and targeting designed to systematically move customers up the loyalty ladder. With real-world detail, she also shows how to win back inactive customers and develop a loyalty-driven corporate culture.



Zombie Loyalists

Zombie Loyalists Author Peter Shankman
ISBN-10 9781466879379
Release 2015-01-27
Pages 256
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Marketing and PR expert Peter Shankman has been working with the biggest companies in the world to create what he calls "Zombie Loyalists," fervent fans that help companies massively increase their customer base, brand awareness, and most importantly, revenue. After all, why should you have to tell the world how amazing you are if you can have your existing customers do it for you? Imagine an army of customers who will do your public relations, marketing and advertising, without being asked, each and every time they give you their money. These are Zombie Loyalists. They are ready to buy what you sell, respond to your email offers and demand that their friends to do the same. So how do you get this rabid following? There's been a lot of lip service given to customer loyalty over the past few years, but most companies still don't realize that a points program or a slew of untargeted emails simply won't do it. With so many products and platforms to choose from, amazing customer service is the only differentiator that will truly put you ahead of your competition. Looking at exceptional companies like the Ritz Carlton, Commerce Bank, and Starwood Hotels, as well as smaller businesses to turn their customers into Zombie Loyalists, he shows how you can create your own customer army.



Everyone s a Critic

Everyone s a Critic Author Bill Tancer
ISBN-10 9781101621486
Release 2014-10-16
Pages 256
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More than 70% of customers consult online reviews and take them very seriously. A disgruntled customer on Yelp might have more clout than a guidebook, magazine, or newspaper. This review-driven marketplace terrifies many businesses. But some have learnt to navigate and profit from customer reviews. Bill Tancer takes readers on a fascinating journey inside that world, to find out why one Los Angeles barber advertised his one-star reviews and how one scrappy hotel became the highest rated in London. Tancer's fascinating stories and data-driven research reveal how sites like Yelp and TripAdvisor are changing the way we interact and show how business owners can leverage online reviews to find greater success.



What Customers Crave

What Customers Crave Author Nicholas J. Webb
ISBN-10 9780814437827
Release 2016-10-13
Pages 256
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Selected by Oracle Marketing Cloud as a Top 15 Marketing Book for 2016 Mashable Best New Marketing Books to Read in 2017 The best companies in the world discover what their customers desire—and then deliver it in memorable and deeply human experiences. How well do you know your customers? What Customers Crave examines how the hyper-connected economy is radically changing consumer expectations, and reveals what companies need to do to stay on top. The solution rests on two simple questions: What do your customers love? What do they hate? Find the answers, and you’re well on your way to success. Jam-packed with tools and examples, What Customers Crave helps you reinvent how you engage with customers (both digitally and non-digitally) and: Gain invaluable insights into who they are and what they care about Use listening posts and Contact Point Innovation to refine customer types Engineer experiences for each micromarket that are not only exceptional, but insanely relevant Connect across the five most important touchpoints Co-create with your customers And much more When you learn to provide your customers with exactly what they want, they not only buy—they come back again and again...and bring their friends.



Looptail

Looptail Author Bruce Poon Tip
ISBN-10 9781455574070
Release 2013-09-17
Pages 288
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Much in the same vein as DELIVERING HAPPINESS, LOOPTAIL combines both Bruce Poon Tip's extraordinary first-person account of his entrepreneurial instincts to start and develop G Adventures, a highly-successful international travel adventure company, and along the way, he reveals his unusual management secrets that not only keep his employees fully engaged but also keep his customers extremely happy.



Conquer the Chaos

Conquer the Chaos Author Clate Mask
ISBN-10 0470642319
Release 2010-05-11
Pages 240
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Create the business you want without sacrificing the lifestyle you deserve The majority of new entrepreneurs (and even those with a little more experience) are finding themselves trapped, controlled, and consumed by their own businesses. They are struggling just to keep their businesses running, let alone actually growing their companies and experiencing the success they anticipated. Conquer the Chaos speaks to you as a small business owner by making sense of the overwhelming demands on your business and providing a twenty-first century recipe for success with sanity. With engaging stories, quotes, and examples, Conquer the Chaos leads you through the six strategies you can incorporate to bring order to your business today. Find the money, time, and freedom in entrepreneurship that inspired you in the first place Successfully juggle customers, prospects, management of employees, marketing, sales, accounting, and more Get from just surviving to growing your company and experiencing success Conquer the Chaos gives you the no-nonsense, ready-to-go guide that gets your business exactly where you want it to be.



What Great Brands Do

What Great Brands Do Author Denise Lee Yohn
ISBN-10 9781118824337
Release 2013-11-20
Pages 272
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Discover proven strategies for building powerful, world-class brands It's tempting to believe that brands like Apple, Nike, and Zappos achieved their iconic statuses because of serendipity, an unattainable magic formula, or even the genius of a single visionary leader. However, these companies all adopted specific approaches and principles that transformed their ordinary brands into industry leaders. In other words, great brands can be built—and Denise Lee Yohn knows exactly how to do it. Delivering a fresh perspective, Yohn's What Great Brands Do teaches an innovative brand-as-business strategy that enhances brand identity while boosting profit margins, improving company culture, and creating stronger stakeholder relationships. Drawing from twenty-five years of consulting work with such top brands as Frito-Lay, Sony, Nautica, and Burger King, Yohn explains key principles of her brand-as-business strategy. Reveals the seven key principles that the world's best brands consistently implement Presents case studies that explore the brand building successes and failures of companies of all sizes including IBM, Lululemon, Chipotle Mexican Grill, and other remarkable brands Provides tools and strategies that organizations can start using right away Filled with targeted guidance for CEOs, COOs, entrepreneurs, and other organization leaders, What Great Brands Do is an essential blueprint for launching any brand to meteoric heights.



Customer Success

Customer Success Author Nick Mehta
ISBN-10 9781119167969
Release 2016-02-29
Pages 256
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"Customer Success will become the authoritative book of the emerging Customer Success industry and target any business that is trying to focus, or re-focus, on customers and will be applicable to all customer management roles such as Account Manager, Customer Advocacy, Client Relationship Manager, and Customer Success Manager along with the leadership of those organizations. Customer Success will address the pains of how to start creating a customer-centric company and how to think strategically about Customer Success - how to organize, compensate, find a leader, measure, etc. Customer Success has exploded as one of the hottest B2B movements since the advent of the subscription business model"--



Customer Experience 3 0

Customer Experience 3 0 Author John A. Goodman
ISBN-10 9780814433898
Release 2014-08-20
Pages 256
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With developments like smart phones, social media, mobile connectivity, big data, and speech analytics, businesses have more opportunities to enhance the customer experience than ever before. Not only that...customers expect more. Unfortunately, many companies fail to take advantage of and properly manage the tools that now exist, delivering a series of frustrating, disjointed transactions that drive people away. Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. The book contains an innovative customer-experience framework and step-by-step roadmap, showing readers how to: ● Design and deliver flawless services and products while setting honest customer expectations ● Create and implement an effective customer access strategy ● Capture and leverage the voice of the customer to set priorities and improve products, services and marketing ● Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction. Great companies provide seamless experiences, seeming to know what customers want before they know it themselves...while others set up fancy Facebook pages and then drop the ball. This groundbreaking guide reveals how to delight customers using the best tools available.



Stand Out

Stand Out Author Dorie Clark
ISBN-10 9780698170483
Release 2015-04-21
Pages 224
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Standing out is no longer optional Too many people believe that if they keep their heads down and work hard, they’ll be recognized on the merits of their work. But that’s simply not true anymore. “Safe” jobs disappear daily, and the clamor of everyday life drowns out ordinary contributions. To make a name for yourself, to create true job security, and to make a difference in the world, you have to share your unique perspective and inspire others to take action. But in a noisy world where it seems everything’s been said—and shouted from the rooftops—how can your ideas stand out? Fortunately, you don’t have to be a genius or a worldwide superstar to make an impact. Drawing on interviews with more than fifty thought leaders in fields ranging from business to genomics to urban planning, Dorie Clark shows how these masters achieved success and how anyone—with hard work—can do the same. Whether it’s learning to ask the right questions, developing and building on an expert niche, or combining disparate fields to get a new perspective, Clark outlines ways to develop the ideas that set you apart. Of course, having a breakthrough insight is only half the battle. If you really want to share your ideas, you have to find a way to build an audience, communicate your message, and inspire others to embrace your vision. Starting small is fine; Clark provides a step-by-step guide to help you leverage your existing networks, attract new people to your cause, and, ultimately, build a community around your ideas. Featuring vivid examples based on interviews with influencers such as Seth Godin, David Allen, and Daniel Pink, Clark shows you how to break through and ensure that your ideas get noticed. Becoming a thought leader in your company or in your profession is the ultimate career insurance. But—even more important—it’s also a chance to change the world for the better. Whatever your cause, perspective, or point of view, the world can’t afford for the best ideas to remain buried inside you. Whether it’s how to improve the educational system or how to make your company more efficient, your ideas matter. The world needs your insights, and it’s time to be bold.