Customer Intimacy: Build the Customer Relationships That Ensure Your Company's Success

Reveals why the most successful businesses are those that build close win-win relationships with their customers.

Customer Intimacy: Pick Your Partners, Shape Your Culture, Win Together

Business & Money

Fred Wiersema

Management & Leadership

HarperCollins Business

Why is it that Casio can sell a calculator more cheaply than Kellogg’s can sell a box of corn flakes? Why can FedEx absolutely, positively” deliver your package overnight but airlines have trouble keeping track of your bags? What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? As customers’ demands for the highest quality products, best services, and lowest prices increase daily, the rules for market leadership are changing. Once powerful companies that haven’t gotten the message are faltering, while others, new and old, are thriving. In disarmingly simple and provocative terms, Treacy and Wiersema show what it takes to become a leader in your market, and stay there, in an ever more sophisticated and demanding world.

Discipline of Market Leaders

Michael Treacy

Harper

Customer Intimacy. Pick Your Partners, Shape Your Culture, Win Together

BRAND NEW, Exactly same ISBN as listed, Please double check ISBN carefully before ordering.

The Discipline of Market Leaders: Choose Your Customers, Narrow Your Focus, Dominate Your Market

Basic Books

The New Market Leaders: Who's Winning and How in the Battle for Customers

New Market Leaders: Who's Winning and How in the Battle for Customers

Free Pr

Managers are finding it hard to attract and retain customers in the online economy. This book identifies 100 of the most infuential global businesses and explains what makes them so powerful.

The New Market Leaders : Who's Winning and How in the Battle for Customers

Free Press Business

Imagine a company that receives five times as many letters of praise as complaints. Picture a business for which tens of thousands of customers line up, unsolicited, to open an account. Think of a global corporation that continues to set record earnings year after year, despite increasingly heavy competition. Then envision knowing the keys to these companies' successes--and using them to your company's benefit. 
 Southwest Airlines, Charles Schwab, Land's End, American Express, Staples, and USAA--at a time when "customer service" might seem to be more about talk than action, the six companies profiled in this book have gone beyond lip service to surpass the competition by putting quality service at the core of their value systems. In Customer Service, the second book in the BusinessMasters series, you'll discover the innovative strategies these six companies have used to triumph through their commitment to excellence in customer service. Edited by noted customer service expert and New York Times--bestselling author Fred Wiersema, this definitive guide offers field-proven philosophies, how-to tools, and invaluable insights gained from years of providing superior service to millions of customers across the country and around the world. 
 Discover how Southwest Airlines has built a $3.8 billion industry by going beyond the call of duty time and time again. (The airline's agents have been known to drive passengers to their destinations several hours away in rare cases of delays or schedule mix-ups!) Find out how Land's End keeps its promise of reliability no matter what (even during a UPS strike, when the company kept its policy of quick delivery by creating its own mini-post office)--making it the nation's leading apparel catalog. And learn how Charles Schwab has developed a system to turn customer complaints into opportunities that actually strengthen their bond to consumers. The strategies of these companies vary, but their principles remain the same: they anticipate consumer needs and find every way they can to meet them, constantly challenging themselves to improve their service and demonstrate their respect for their customers as individuals. 
 Through these inspiring profiles you'll also learn: 
<ul>
<li>Why meeting customers' needs on an individual level actually outweighs a factor such as cost. </li>
<li>How the most successful companies excel by making employee happiness a top priority </li>
<li>Why simplifying your message and focusing your service will keep customers coming back</li>
<li>How developing ways to measure customer input, disseminate it company-wide, and utilize it to grow with your customers can be the most important thing you can do for your business </li>
</ul>
 With this short, accessible book, entrepreneurs and executives alike will glean the tools and insights needed to create a successful customer-oriented culture that is defined by service excellence.

Customer Service: Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA

Harper Business

One in three of today's market-leading companies are making use of the practices which bestselling author Fred Wiersema calls 'customer intimacy'. Customer-intimate companies earn their customers' confidence and make use of it to find new ways to further productivity. Suppliers and customers learn to operate as it they were two different aspects of the same organisation, jointly pursuing mutual success. In this book, Wiersema uses a large number of examples from some of the best-known and most successful customer-intimate companies to demonstrate how companies can thrive in today's fiercely competitive environment.

Customer Intimacy : Pick Your Partners, Shape Your Culture, Win Together

Profile Books

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Books by Fred Wiersema