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Tables of Contents for 50 Powerful Ideas You Can Use to Keep Your Customers
Chapter/Section Title
Page #
Page Count
Introduction
7
6
PART I. POWER IDEAS THAT GET YOU FOCUSED
13
28
Understand The Goal Of Customer Loyalty
15
1
Recognize what turns off your customers
16
2
Gather feedback and apply service recovery skills
18
3
Know how to tell when you are turning off customer
21
1
Know who all your customers are
22
4
Understand the terrible cost of the lost customer
26
6
Understand the importance of exceeding customer expectations
32
9
PART II. POWERFUL IDEAS FOR PROJECTING YOUR PERSONALITY TO CUSTOMERS
41
30
Greet customers and build instant rapport
43
3
Apply good conversation skills
46
7
Get the customer experiencing something
53
2
Watch your personal appearance and grooming
55
1
Check the appearance and layout of your work area
56
1
Use good telephone techniques
57
5
Say please and thank You
62
1
Enjoy people and their diversity
63
1
Call people names (preferably their names)
64
2
Listen with more than your ears
66
1
Anticipate customer needs
67
1
Reach out and touch them
68
1
Compliment freely and sincerely
69
2
PART III. POWERFUL IDEAS FOR SOLIDIFYING REPEAT CUSTOMERS
71
14
Fish for negative feedback
73
1
Exceed customer expectations with extra value
74
2
Exceed customer expectations with better information
76
2
Exceed customer expectations with add-ons
78
1
Look for ways to improve timing and follow-up
79
1
Make the last part of the transaction positive and motivating
80
1
Reassure the customer's decision to do business with you
81
2
Make service speed and customer convenience priorities
83
2
PART IV. POWERFUL IDEAS FOR SAVING POSSIBLE LOST CUSTOMERS
85
16
Keep in touch
87
1
Recognize the value of information and give customers the best
88
5
Master recovery skills
93
3
Disarm the chronic complainer
96
2
Reconcile customer goodwill with ``symbolic atonement''
98
3
PART V. POWERFUL IDEAS MANAGERS CAN USE TO GET EMPLOYMENT INVOLVEMENT
101
36
Get everyone involved in setting a theme
103
4
Reward the right actions
107
2
Train and retrain to build employee competence
109
3
Explain the taboos in no uncertain terms
112
1
Provide the right stuff and adequate breaks
113
2
Constantly recruit great people
115
1
Nurture a culture of caring
115
2
Enrich people's jobs
117
2
Take the long view
119
1
Recognize and reinforce great service
120
3
Track customer service behaviors over time
123
2
Create hoopla and fun
125
1
Send out explorer groups
126
1
Use focus groups
127
5
Handle time-wasters that deflect you from loyalty-building
132
2
Apply the R's for consistent growth
134
3
PART VI. THE 50 POWERFUL IDEAS SUMMARIZED
137
2
Do unto others
137
2
Appendix
139
8
Bonus Section: A step-by-Sep process for creating a Customer Loyalty Strategy
Endnotes
147
4
Index
151
6
About the Author
157
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