BECKY CARROLL is the founder of Petra Consulting Group, a consultancy focused on engaging customers through conversation, social media, and customer experiences. Her clients include several Fortune 100 companies such as Verizon, Electronic Arts, Hewlett-Packard, and Ford, in addition to top executives, small businesses, and nonprofits. She is the author of the business blog "Customers Rock!" (www.customersrock.net); teaches social media at UC San Diego; and is a keynote speaker and panelist at industry conferences and webinars on the topics of customer loyalty and social media. For more information, please visit www.BeckyCarroll.com.
The Hidden Power of Your Customers: 4 Keys to Growing Your Business Through Existing Customersby Becky Carroll
This book will change the way you think about your customers. Some companies are ahead of the game when it comes to customer retention. They're doing so much right for their existing customers that they have a loyal following of brand evangelists. These are "Customers Rock!" companies that have built their businesses by unleashing the potential that's hidden within
This book will change the way you think about your customers. Some companies are ahead of the game when it comes to customer retention. They're doing so much right for their existing customers that they have a loyal following of brand evangelists. These are "Customers Rock!" companies that have built their businesses by unleashing the potential that's hidden within their current customers.
But many other companies have a long way to go. Loyal customers get very little in return for their business. New customers get the sales and marketing attention, the cool social media outreach, and the best deals. Feeling unrecognized and neglected, once-loyal buyers seek better treatment elsewhere. Additionally, the onset of social media is driving a major change in customers' behaviors, making it highly risky not to focus on existing customers. It's time to get back to the basics. It's time to return to the customer.
Through practical tips and real-world case studies, The Hidden Power of Your Customers offers four key strategies for retaining and achieving growth from existing customers, which include:
- Relevant Marketing, which requires that you listen to your customers, and then deliver the messages they want to hear through their preferred channels
- Orchestrated Customer Experience, where you craft the right experience for your customers
- Customer-Focused Culture, in which you maintain strong company values, hire the right employees, and empower those employees to make a difference
- Killer Customer Service, which creates positive experiences that are virally shared
Loyalty is a precious commodity, and your existing customers are your most valuable assets. This easy-to-read and practical guide features useful steps, inspirational stories, and real-world examples so that you can create a customer strategy that keeps customers coming back (and telling their friends and colleagues). Discover the power your business already has at its fingertips. Build on the ROCK strategy, and find the hidden power of your customers.
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