Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty

Who Stole My Customer?? offers unique and powerful insights into the world of acquiring and retaining customers. Most importantly it provides new approaches to keeping existing customers from defection. A must-read in today's challenging business environment. -Dieter Huckenstein, President, Hotel Operations, Hilton Hotels CorporationOne of the leading causes of the rapid turnover of marketing and sales executives isn't the economy, it's the ignored cancer of attrition. Who Stole My Customer?? takes on this challenge head-on and tackles it from a pragmatic perspective with actions you can take today. -Louis Columbus, Senior Analyst, AMR ResearchA start-to-finish program for addressing your #1 challenge: retentionWho's stealing your customers? Why is it happening? How can you stop it? These are the toughest questions facing virtually every enterprise. Who Stole My Customer?? is your complete guide to planning and implementing loyalty processes that really work-because they're built around what your customers really want.Harvey Thompson helps you view your business and its processes through your customer's eyes i¾¦ and you might be shocked at what you see. You'll systematically discover the real drivers of loyalty in your business, so you can focus your relationship investments for maximum value. Drawing on his unsurpassed experience at IBM and other world-class enterprises, Thompson shows exactly how to rebuild every touchpoint around your customer's needs ... and overcome every obstacle that stands in your way. You won't just improve retention for a quarter or two: you'll build resilient relationships that resist competition for years to come.Current customers are up to nine times as profitable as new ones, but keeping customers has never been tougher. Traditional customer satisfaction programs and Have a Nice Day platitudes won't cut it anymore. It's time you developed a customer-defined, outside-in vision of your business, plus the capabilities and infrastructure to make it real. Who Stole My Customer?? shows you how to do it. Harvey Thompson led customer-focused process improvement at Lou Gerstner's IBM, helping to drive one of the greatest transformations in business history. Drawing on his experiences with IBM and other world-class enterp