Passionate and Profitable: Why Customer Strategies Fail and Ten Steps to Do Them Right Hardcover - 2005 - 1st Edition

Summary

First line

The pursuit of the customer is as old as the search for business success, and we have yet to see a company that will not declare total, undeniable dedication to the customer.

From the jacket flap

Why, despite spending billions of dollars in customer relationship programs and other customer initiatives, do some companies still exhibit poor results in gaining and holding on to customers? Intentions and initiatives are common, but the harder task is living and executing them. Passionate and Profitable takes a critical stand on customer relationships and offers a new approach to help you build strong relationships that have customers returning again and again--for years to come!

There is not one company out there that doesn't claim to put their customers first, yet very few of them can demonstrate long-term success in forming strong, sustainable, and profitable relationships with customers. Passionate and Profitable details the critical decisions and trade-offs companies must make in order to focus their efforts on the customer. These choices are often tough but necessary to establish a relationship that goes beyond the occasional and accidental.

Brimming with exercises that you can apply to your own business as well as case studies on companies who have built strong customer relationships, including American Express, Virgin Atlantic Airways, GE, Aveda, Paychex, and Disney, Passionate and Profitable covers such topics as:

• Who Are We: Customer Pleasers or Efficiency Crunchers?
• What Is the Role of the Customer in Our Existence?
• What Defines Our Total Experience?
• What Customers Do We Neglect?
• What Kind of Relationships Do We Seek?
• How Do We Change Ourselves to Avoid the Silo-Based Customer Trap?
• Do We Employ Functional Robots or Passionate Evangelists?
• Post-Sales Dialogue and Feedback, Do We Really Care?
• What Do Our Measurements Say About Us?
• How Long Do We Milk Our Products?
• The Ultimate Choice-Customer Strategies--A Mutual Lifetime Commitment

Embrace the challenges set forth in Lior Arussy's Passionate and Profitable and reap the rewards of forging long-term relationships with your most valuable asset: your customers!