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Evergreen [electronic resource] : cultivate the enduring customer loyalty that keeps your business thriving / Noah Fleming.

Cultivate the enduring customer loyalty that keeps your business thriving

1 online resource (1 volume) : illustrations

Includes bibliographical references and index.

Cover; Title; Copyright; Contents; Foreword; Acknowledgments; Introduction: Seeing the Forest for the Trees; Why I Wrote This Book; Who This Book Is For; Why You Should Read This Book; PART ONE: Establishing Roots; 1 Debunking the Myth: New Customers Will Not Save Your Business; The Allure of New Business Can Be Fatal; We're All Addicted to Sex-and What That Means for Your Business; The Latest Boardroom Buzzword: Customer-Centricity; The True Value of a Customer; Introducing the Evergreen Marketing Equilibrium; 2 Surveying the Landscape: The Essential Components of an Evergreen Organization.
Introducing the Three CsOrchestrating the Three Cs, So They Play in Harmony; 3 Examining the Principle of Character: The Botany of Your Company; The Power of Telling a Good Story; Building the Character of Your Organization; Distinguishing Between Character and Caricature; Articulating the ""Real You""; Creating Your Corporate Character; 4 Examining the Principle of Community: Creating a Forest from a Single Seed; Why Should You Build a Community?; The Difference Between a Tribe and a Community; The CrossFit Community; Building Your Customer Community.
5 Examining the Principle of Content: The Beauty of Having a Multitude of BranchesWhat, Exactly, Is ""Content""?; Why Is Content So Important?; Evaluating the New Customer Experience; Knowing What Business You're In; Keeping Focused on Why You Do What You Do; Knowing When More Content Is Better-and When It's Not; The Evergreen Diagnostic; Going Beyond ""the Transaction""; PART TWO: Fostering Growth; 6 Becoming Intimately Familiar with Your Customers: Getting Your Hands in the Soil; Why Customer Lifetime Value Is Broken-and How to Fix It; Creating Your Ideal Customer Archetypes.
Communicating with Your ArchetypesCapitalizing on the Natural Synergy of Thoughtful Marketing; 7 Getting Loyalty Programs Right: Building a Tree House and Letting Your Customers Climb to Reach It; Where Loyalty Lost Its Way; Developing (or Refining) Your Loyalty Program; Designing Your Customer Loyalty Action Plan; 8 Articulating a New Approach to Customer Service: Tending to Your Garden (and Pulling Those Weeds!); Giving Yourself Permission to Fire Bad Customers; Determining Which Customers You Should (and Shouldn't) Fire; A Commonsense Approach to Customer Service.
Scrutinizing Your Company's Weak SpotsWhy Authenticity Is Important; 9 Gathering Customer Intelligence: Examining the Botany of Individual Leaves; Recognizing When Customers Leave Money on the Table; Choosing Your Data Collection Tools; Getting Your Customers' Information; Tracking (and Changing) Your Customers' Behavior; 10 Bringing Back Lost Customers: Bringing Wilted Leaves Back to Life; Identifying When the Customer Relationship Is Over; Figuring Out Why Customers Leave in the First Place; Solving Your Customer Attrition Problems; Establishing Constant Contact.

All businesses love to attract a new audience for their products and services. But peer beneath the surface, and the picture is far less rosy: most new customers fail to return, and chasing after them becomes a significant revenue drain. Evergreen argues the need to cultivate deeper and more profitable relationships with loyal customers. These are the people who keep companies flourishing, in every economic condition-and focusing on them is the path to sustainable growth and success. Filled with stories and examples, the book explains how to merge the personal touch with high-tech tools to tru.

Customer relations.
Customer loyalty.
BUSINESS & ECONOMICS, Industrial Management.
BUSINESS & ECONOMICS, Management.
BUSINESS & ECONOMICS, Management Science.
BUSINESS & ECONOMICS, Organizational Behavior.
Customer loyalty.
Customer relations.

Print version : Fleming, Noah. Evergreen. New York : American Management Association, [2015] 9780814434437

9780814434444 0814434444