Never Lose a Customer Again

    Nhà cung cấp:Penguin Books
    Tác giả:Joey Coleman
    Nhà xuất bản:Prentice Hall Press
    Hình thức bìa:Bìa Cứng
  • Chính sách đổi trả 
    Đổi trả sản phẩm trong 30 ngày
    Xem thêm

    Sản phẩm tạm hết hàng

    Ưu đãi liên quan
    Mã Freeship 100% Tối Đa 31K
    Chi tiết
    Áp dụng Cho Đơn Hàng Mua Sách Ngoại Văn từ 2tr
    Mã Freeship 100% Tối Đa 31K
    Chi tiết
    Áp dụng Cho Đơn Hàng Mua Sách Ngoại Văn từ 2tr
    Xem thêm Mã
    Mã Freeship 100% Tối Đa 31K
    Chi tiết
    Áp dụng Cho Đơn Hàng Mua Sách Ngoại Văn từ 2tr
    Mã Freeship 100% Tối Đa 31K
    Chi tiết
    Áp dụng Cho Đơn Hàng Mua Sách Ngoại Văn từ 2tr
    Xem thêm Mã
    Có thể áp dụng nhiều mã
    Áp dụng tối đa 1 mã giảm giá
    và 1 mã freeship
    Sản phẩm liên quan
    Fahasa Giới Thiệu
    Sản phẩm cùng mua
    Thông tin sản phẩm
    Mã hàng 9780735220034
    Tên Nhà Cung Cấp Penguin Books
    Tác giả Joey Coleman
    NXB Prentice Hall Press
    Năm XB 03/04/2018
    Trọng lượng (gr) 589.67
    Kích Thước Bao Bì 3.0 x 22.0 x 15.0
    Số trang 368
    Hình thức Bìa Cứng
    Sản phẩm hiển thị trong
    Sản phẩm bán chạy nhất Top 100 sản phẩm Behavioural Economics bán chạy của tháng
    Giá sản phẩm trên Fahasa.com đã bao gồm thuế theo luật hiện hành. Bên cạnh đó, tuỳ vào loại sản phẩm, hình thức và địa chỉ giao hàng mà có thể phát sinh thêm chi phí khác như Phụ phí đóng gói, phí vận chuyển, phụ phí hàng cồng kềnh,...
    Chính sách khuyến mãi trên Fahasa.com không áp dụng cho Hệ thống Nhà sách Fahasa trên toàn quốc

    Award-winning speaker and business consultant Joey Coleman teaches audiences and companies all over the world how to turn a one-time purchaser into a lifelong customer.

    Coleman's theory of building customer loyalty isn't about focusing on marketing or closing the sale: It's about the First 100 Days® after the sale and the interactions the customer experiences.

    While new customers experience joy, euphoria, and excitement, these feelings quickly shift to fear, doubt, and uncertainty as buyer's remorse sets in. Across all industries, somewhere between 20%-70% of newly acquired customers will stop doing business with a company with the first 100 days of being a new customer because they feel neglected in the early stages of customer onboarding.

    In Never Lose a Customer Again, Coleman offers a philosophy and methodology for dramatically increasing customer retention and as a result, the bottom line. He identifies eight distinct emotional phases customers go through in the 100 days following a purchase. From an impulse buy at Starbucks to the thoughtful purchase of a first house, all customers have the potential to experience the eight phases of the customer journey. If you can understand and anticipate the customers' emotions, you can apply a myriad of tools and techniques -- in-person, email, phone, mail, video, and presents -- to cement a long and valuable relationship.

    Coleman's system is presented through research and case studies showing how best-in-class companies create remarkable customer experiences at each step in the customer lifecycle.

    In the "Acclimate" stage, customers need you to hold their hand and over-explain how to use your product or service. They're often too embarrassed to admit they're confused. Take a cue from Canadian software company PolicyMedical and their challenge of getting non-technical users to undergo a complex installation and implementation process. They turned a series of project spreadsheets and installation manuals into a beautiful puzzle customers could assemble after completing each milestone.

    In the "Adopt" stage, customers should be welcomed to the highest tier of tribal membership with both public and private recognitions. For instance, Sephora's VIB Rogue member welcome gift provides a metallic membership card (private recognition) and a members-only shade of lipstick (for public display).

    In the final stage, "Advocate," loyal customers and raving fans are primed to provide powerful referrals. That's how elite entrepreneurial event MastermindTalks continues to sell-out their conference year after year - with zero dollars spent on marketing. By surprising their loyal fans with amazing referral bonuses (an all-expenses paid safari?!) they guarantee their community will keep providing perfect referrals.

    Drawing on nearly two decades of consulting and keynoting, Coleman provides strategies and systems to increase customer loyalty. Applicable to companies in any industry and of any size (whether measured in employee count, revenue, or total number of customers), implementing his methods regularly leads to an increase in profits of 25-100%.

    Working with well-known clients like Hyatt Hotels, Zappos, and NASA, as well as mom-and-pop shops and solo entrepreneurs around the world, Coleman's customer retention system has produced incredible results in dozens of industries.

    His approach to creating remarkable customer experiences requires minimal financial investment and will be fun for owners, employees, and teams to implement. This book is required reading for business owners, CEOs, and managers - as well as sales and marketing teams, account managers, and customer service representatives looking for easy to implement action steps that result in lasting change, increased profits, and lifelong customer retention.

    Xem Thêm
    Đánh giá sản phẩm
    5/5
    (1 đánh giá)
    5 sao
    100%
    4 sao
    0%
    3 sao
    0%
    2 sao
    0%
    1 sao
    0%

    Chỉ có thành viên mới có thể viết nhận xét.Vui lòng đăng nhập hoặc đăng ký.

    • Gợi ý dành riêng cho bạn
    • Sách đang theo dõi