By Paul R Timm PH.D.
Considering publishing the 1st version of this vintage that has bought over 250,000 copies, the demanding situations of protecting customers-or growing patron loyalty-has turn into much more pressing. eventually, each profitable firm needs to allure, serve, and win the loyalty of shoppers through delivering worthy items and supplying very good carrier. Turned-off consumers produce devastating ripple results that fast drag businesses right into a morass of mediocrity, whereas corporations that creatively follow a relentless circulation of small, customer-centered ideas see constant and chronic strengthening in their purchaser base. This ebook gets all managers and staff pondering the little issues that may make all of the distinction. If every person in a company improves understanding of the easy but strong principles during this quantity, the corporate can and should see dramatic advancements in carrier and consumer loyalty. The impression at the base line should be dramatic.
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Extra info for 50 powerful ideas you can use to keep your customers
Let's look at the bottom line. After all, it can hardly be considered a major financial disaster to lose a few customers like Mrs. Williams. Or can it? The employees at Happy Jack's need to understand some economic facts of life. Successful businesses look long term. They look at the "ripple effects" of their service, not just at the immediate profit from an individual purchase. The shortsighted employee sees Mrs. Williams as a small customer dealing with a big company. Let's look at the situation from another, longer-term perspective.
Your job is to show that complaints do make a difference (by letting them know when problems they point out have been corrected) and to make it easy for them to complain. Ask for feedback, take it seriously, don't be overly defensive about "the way we've always done it" and express appreciation to the customer for pointing out the problem. You'll never know about your customers' expectationsand whether you are exceeding themuntil you get that needed feedback. 17. Watch Your Timing Nothing impresses so significantly as immediate follow-through.
Cm. Includes index. Job security. Title: Fifty powerful ideas you can use to keep your customers. 8'12-dc2094-44541 CIP Page 5 CONTENTS Section I Service: The Master Key to Career Success 9 Who Are Your Customers and What Can They Do For You? 10 Good News and Bad News 13 The Terrible Cost of the Lost Customer 15 How Lost Customers Can Mean Lost Jobs 19 The Front-Line Team Makes All the Difference 20 Calculating the Cost of Your Lost Customer 21 The Magic of E-Plus Thinking 22 The Service Revolution Is Now 30 Section II Powerful Ideas Anyone Can Use 31 To Get Off to a Good Start 32 1.