Don't Just Relate - Advocate!: A Blueprint for Profit in the Era of Customer Power

Establishing a reputation for customer trust, transparency, and advice will be the new differentiator. Congratulations to Glen Urban for moving 'best practice' up a notch.-Philip Kotler, author of several books on marketing, including Kotler on Marketing, Marketing From A to Z, Lateral Marketing, Ten Deadly Marketing Sins, Social Marketing, and the best-selling and authoritative textbook, Marketing Management, now in its 12th edition.Traditional push/pull no longer works. Even highly-touted customer initiatives are failing. Smart companies are pioneering an entirely new route to higher margins and sustainable competitive advantage: customer advocacy. This book reveals how it works, why it works, and how to make it work for your company.In today's environment, you must build unprecedented trust among customers who have more information, options, and sophistication than ever. You must transcend relationship marketing to focus on maximizing customer interests and deepening customer partnerships. It's not easy. But if you do it, you gain immense opportunities your competitors simply can't touch.Glen Urban offers a complete blueprint for getting there. You'll learn how to improve on all eight elements of customer advocacy, from transparency to partnership. Urban answers frequently asked questions about advocacy strategies, helping you identify and overcome your most significant obstacles. Then, drawing on new case studies, he shows how to align culture, metrics, incentives, and organization, driving effective advocacy throughout your entire organization. Power shift: Why your customers now drive your ...and why they no longer respond to conventional Do your customers trust you now? Assessing your company on eight dimensions of trust Your customers are smarter than you think ...and they'll appreciate being treated that way Tools and plans for moving to customer advocacy Changing culture, people, metrics, incentives, and organization Straight answers on the pitfalls to avoid, and how to get resultsIn today's environment, you must build unprecedentedBeyond relationship marketing: The new route to success with today's empowered customer Don't fight your customers: earn their trust! Craft customer advocacy strategies that work Reduce customer acquisition costs, increase margins, accelerate growth Deepen customer trust, one step at a time Learn from the experiences of today's customer advocacy pioneers For every CxO, board member, leader, and strategistToday, customers call the shots-and they know it. You can fight them, and lose. Or you can become a true customer advocate, and win.Customer advocacy means faithfully representing your customers' interests. It means giving them open, honest, and complete information (because they'll discover the truth no matter what you do). It means talking with them, not at them. And it requires a massive transformation in both your culture and your processes. Now, one of the world's leading innovators shows why you must make that transformation- and how to make it work.MIT's Glen Urban covers the entire pyramid of customer advocacy: the base (starting with TQM and customer satisfaction initiatives); the middle (relationship marketing); and the pinnacle: new advocacy techniques built on trust, not coercion. Drawing on the latest customer advocacy initiatives at firms such GM, Intel, Qwest, and John Deere, he identifies crucial lessons for earning customer trust, keeping it, and profiting from it.© Copyright Pearson Education. All rights reserved.