Indispensable: How To Become The Company That Your Customers Can't Live Without

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Overview

Intense business competition has made many products and servicesinterchangeable, and made price the ultimate determinant forconsumers. When customers know they can get the same product at alower price from someone else, they will. That is, unless you givethem something they can't get anywhere else. Indispensable showsbusinesses how to break out of the commodity trap and createcustomer loyalty that overcomes the power of pricing.

The Holy Grail of business is the customer so ...

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Indispensable: How To Become The Company That Your Customers Can't Live Without

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Overview

Intense business competition has made many products and servicesinterchangeable, and made price the ultimate determinant forconsumers. When customers know they can get the same product at alower price from someone else, they will. That is, unless you givethem something they can't get anywhere else. Indispensable showsbusinesses how to break out of the commodity trap and createcustomer loyalty that overcomes the power of pricing.

The Holy Grail of business is the customer so loyal that they'lldo business with you and only you when it comes time to buy. Thecompany that can build that relationship with its customers becomestruly indispensable to them—and destined for market dominance.In Indispensable, renowned business consultant Joe Calloway looksat how real companies have made their products and servicesindispensable to their customers, and how you can do the same inyour business.

Using case studies, interviews, and real-world scenarios,Calloway reveals the Five Drivers of success that virtually allindispensable companies share:

  • They create and sustain momentum, overcoming organizationalinertia and moving forward constantly
  • They develop habitual dependability and consistent performancefor their customers
  • They maintain a continuous connection by persistentlycommunicating with their customers
  • They adopt a big-picture perspective by understanding theirown, and their customers', long-term goals
  • They engage, enchant, and enthrall, giving their customers morethan they need—and more than they expect

These Five Drivers are what take businesses to the next level ofcustomer service performance. Calloway offers dozens of examples ofhow to develop these characteristics in your organization, andpresents detailed case studies that help you put them into practiceimmediately. The book also includes dozens of real-world, effectiveideas and tactics that you can borrow and use to design your owncustomer service initiative. Indispensable shows business leadershow to use customer service to build companies and brands thatcustomers won't want to live without.

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Product Details

  • ISBN-13: 9780471703082
  • Publisher: Wiley
  • Publication date: 4/29/2005
  • Edition number: 1
  • Pages: 240
  • Sales rank: 1,022,055
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.69 (d)

Meet the Author

JOE CALLOWAY is a consultant on branding and competitive positioning whose client list reads like a Who's Who in business—from newspapers in Sweden, hotels in Great Britain, and computer companies in South Africa to world brands like BMW and American Express. He speaks frequently on business trends, and has been inducted into the International Speaker's Hall of Fame. He owns an award-winning restaurant in Nashville, Tennessee, where he lives with his wife, Annette, and daughter, Jess. He is also the author of Becoming a Category of One, from Wiley.

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Table of Contents

Preface.

1. The Default Choice.

2. The Five Drivers.

3. Case Study: Deluxe.

4. Back to the Six New Basics.

5. Case Study: W Hotels.

6. Create Community.

7. Case Study: Gitomer.

8. Obvious but Often Overlooked.

9. Right Place—Right Time.

10. Case Study: The Pancake Pantry.

11. Big Picture Outcome.

12. Twenty-Eight Indispensable Lessons.

13. Case Study: Pinnacle Financial Partners.

14. Repeatable Process.

15. Stop Apologizing—Start Doing Your Job.

16. Case Study: LawTalk.

17. The Customer Decides.

Index.

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