Indispensable: How To Become The Company That Your Customers by Joe Calloway

By Joe Calloway

A five-step process for turning a commodity right into a necessityWhen services turn into interchangeable, expense turns into the final word determinant for shoppers. imperative indicates companies easy methods to get away of that cycle through the use of The 5 Drivers-a approach that takes businesses to the subsequent point of functionality. well known company advisor Joe Calloway seems to be at how actual businesses have made their services or products "mission critical," and chuffed buyers within the process.Indispensable is going instantly to the center of the problem and divulges how profitable companies-of any dimension, in nearly any production, promoting, or carrier endeavor-achieve marketplace management during the 5 Drivers of fierce shopper loyalty. necessary indicates readers how to:* Create and maintain momentum: triumph over organizational inertia and continue relocating ahead* increase recurring dependability: make consistency of functionality a defining attribute* attach consistently* See the massive photo final result: create compelling patron studies* have interaction, Enchant, Enthrall: make magic within the marketplaceWith interviews, specific case reports, and dozens of real-world, potent customer support rules and projects, crucial is simply what contemporary forward-thinking companies desire.

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Additional info for Indispensable: How To Become The Company That Your Customers Can't Live Without

Sample text

This takes courage. Markets constantly change, along with technology, customers, the economy, your competition, and just about everything else in your world. To create and sustain the momentum necessary to realize the opportunity from that change requires a couple of very simple and very difficult actions. First, you have to decide to go. Most companies don’t. If you make a decision to go to Las Vegas tomorrow, you’ll go. You’ll buy your plane ticket, make your hotel reservations and in the morning you’ll drive to the airport, get on the plane, and go.

Only truly successful companies that understand how business really works believe in the magic of being able to engage, enchant, and enthrall customers. But, of course, that’s what makes them successful. The mediocre and the struggling don’t have the talent to create magic. More likely what they don’t have is the cre- The Five Drivers 23 ativity or the vision to pull it off. All they know is to do it by the numbers. At number one hair-cutting chain Great Clips, this Driver is known as the Wow factor, and they beautifully define it as something that you do, that you don’t have to do, that the customer doesn’t expect you to do.

I hope they will tell their story in all the trade press as well. I also asked Karen if she felt that, in general, more companies are going to need to rethink the value that they bring to their customers? Are we all going to need to redefine the business that we’re in? Are banks doing that? Karen’s response: The economy has shifted to an experience economy and financial institutions need to wake up and smell the coffee brewing. We have to bring the customer back into focus. We have to bank on building customer value.

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