Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty

Rating:
Summary: Finally an author that really "gets it"
Review: A second book by author Harvey Thompson that shows his mastery of the real meaning of customer value and loyalty. Harvey balances his real world expertise and examples with an easy to understand approach for how to relate to your customers/clients.

Simply one of the best books I have read on the subject. I highly recommend this book for anyone wanting to learn more about how to develop and maintain a valuable relationship with your customers/clients.

Rating:
Summary: Insightful, practical, actionable, simply brilliant!
Review: Want to know where your customers have gone and how your competitor got them? Better yet, want to be the competitor with those customers? Read this book.

Harvey Thompson has written an outstanding book that combines his global, multi-industry real world experience and some of the best thinking in business and academics (Jan Carlsen, Dr. Noriaki Kano, Dr. Valerie Zeithamel, Dr. John Henderson, Dr. N. Akao, Dr. Michael Hammer, Dr. Terry Vavra, Dr. William H. Davidson and Dr. James W. Cortada) into a tour de force on customer value. Moving way beyond concepts of customer satisfaction, Thompson very pragmatically helps you understand how to design highly successful businesses from the customer view in. This book advances the groundbreaking work of his first book, The Customer Centered Enterprise, and in many ways is more readable, more practical and more actionable.

This quick read provides very pointed questions, exercises, information and motivation to help any organization move closer to a customer defined ideal vision of a value creating future state. It encompasses business strategy, customer loyalty, company culture, and operational excellence in ways that few works attempt, much less achieve. If customer loyalty and retention are important to your organization and you want to gain some real insight into today's strategic imperatives - start right here. Part 4: "The Winning Customer Experience" alone is worth the price of admission. It should be required reading for every management team.