The relationship revolution : closing the customer promise gap

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Title:

The relationship revolution : closing the customer promise gap

Author:

Hochman, Larry.

ISBN:

9780470687932

Personal Author:

Hochman, Larry.

Publication Information:

Chichester, U.K. : Wiley, 2010.

Physical Description:

155 p. ; 21 cm.

General Note:

Includes index.

Contents:

The search for unique value -- The collapse of trust and confidence -- Closing the promise gap -- Customers in control, forever -- Get closer, get smarter, get ready -- Building a common purpose -- Talent, as precious as oil -- The virtuoso way: how one-to-one relationships revolutionised luxury travel.

Abstract:

"At a time when everyone is looking for value, this is where you can create the kind of 'unique value' that you need to succeed. Simple yet profound, practical and full of examples, this book will become essential reading for business leaders in the coming years."--BOOK JACKET.

Subject Term:

Customer relations.

Customer relations -- Management.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168025504834	658.812 H685R 2010	1	Searching... Unknown

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Summary

YOUR CUSTOMERS ARE ANGRY. VERY ANGRY!

The turmoil of recession has left them feeling let-down, anxious and betrayed. They know how often businesses over-promise and under-deliver, and they're now deeply cynical. Trust in business is at an all-time low.

This defining moment calls for nothing less than a 'Relationship Revolution'. The businesses that will prevail will be the ones who understand that customer relationships will be the dominant factor in determining success in the post-recession era. At a time when everyone is looking for value, this is where you can create the kind of 'unique value' that you need to succeed.

Simple yet profound, practical and full of examples, this book will become essential reading for business leaders in the coming years.