Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty Imagine having the customer-service secrets of the world's most successful businesses right at your fingertips. With this book you can! Authors Donna Greiner and Theodore Kinni spent five years uncovering how Nordstrom, Southwest Airlines, Ritz-Carlton, American Express, and other world-class companies keep their customers for life. The result is 1,001 timely, entertaining, and brilliantly inventive customer-retention ideas. Inside, you'll discover the secrets to: ·Creating products/services tailored to your customers' needs ·Recognizing and rewarding your most profitable trophy customers ·Using three kinds of guarantees to build customer trust ·Turning first-time customers into frequent buyers ·And much more!
Table of Contents
Contents Foreword Acknowledgments Introduction: Keep Them Coming Back 1. Create a Better Bundle 2. Use Incentives to Drive Sales 3. Tap Into Communities of Interest 4. Stand Behind Your Work 5. Give in Order to Receive 6. Reward Every Customer 7. Special Customers—Special Rewards 8. Make It Easy 9. Go to Your Customers 10. Give Customers What They Want 11. Become a Customer Service Champ Index
About Donna Greiner
Donna Greiner and Theodore B. Kinni are cofounders of The Business Reader, a business-to-business bookseller based in Williamsburg, Virginia. The publishers of the Business Reader Review, they are the authors of three additional books exploring the best practices in management, creativity, and manufacturing, and have written articles and reviews for many magazines and newspapers.
Sure-Fire, Can't-Miss Tips, Techniques, and Ideas for Building Lifelong Customer Loyalty
1,001 Ways to Keep Customers Coming Back by Donna Greiner and Theodore B. Kinni Foreword by Seth Godin, Vice President of Direct Marketing, Yahoo!, Inc.