The New Experts: Win Today's Newly Empowered Customers at Their 4 Decisive Moments

by Robert H. Bloom

Overview

Who are these ?new experts?? A generation of ruthless customers empowered by three lethal weapons: instant access to information, immense choice, and real-time price comparison.

This visionary book by Robert Bloom, a veteran CEO and respected authority on business strategy, tells readers: how to win customers who no longer care where they buy. It explains how to give customers what they want when it matters most to them?at their 4 Decisive Moments during the purchase progression:
- Now-or-Never Moment
- Make-or-Break Moment
- Keep-or-Lose Moment
- Highly profitable Multiplier Moment

The New Experts turns today?s most serious business challenge into a business-building advantage by providing a no-or-low-cost solution to reduce costly customer churn and increase profitable customer conversion, retention, and referral. Influential business leaders of businesses of every size and type in Europe, Australia, and the United States are recommending The New Expert.

Product Details

ISBN-13:	9781608320240
Publisher:	Greenleaf Book Group, LLC
Publication date:	09/01/2010
Pages:	160
Product dimensions:	5.80(w) x 8.60(h) x 0.80(d)

About the Author

Robert H. Bloom is a widely respected authority on business growth and author of The Inside Advantage: The Strategy That Unlocks the Hidden Growth in Your Business (McGraw-Hill, 2007). Bloom advises firms of every type and size on their growth strategies. As U.S. Chairman and CEO of Publicis Worldwide, the centerpiece of the $4.6 billion global marketing services company, he helped craft and implement the growth strategies of some of the world?s largest brands, including BMW, L?Oreal, Nestle, Southwest Airlines, and T-Mobile.

Table of Contents

Foreword VII

Introduction 1

Chapter 1 The Revolution in Buyer Behavior 5

Chapter 2 Your 4 Decisive Customer Moments 25

Chapter 3 Preference Gives You Advantage 39

Chapter 4 Now-or-Never-Your First Brief Contact 67

Chapter 5 Make-or-Break-The Lengthy Transaction Process 91

Chapter 6 Keep-or-Lose-The Customer's Continued Usage 109

Chapter 7 The Multiplier-Repeat Purchase, Advocacy, and Referral 127

Chapter 8 The Urgency to Make Your Business 1st Choice 143