Winning Customer Love
The Focus of a Business Makes All the Difference
by
Book Cover & Preview Text
Every manager and leader of a business that I have met professes to understand the importance of customers to the success of their enterprise. They recognize that without customers, who are willing to pay for goods and services, neither the business nor the brand will survive, much less prosper. However, very few of these managers and leaders have been convicted enough about this simple fact to focus their business and brand strategy on their customers. Almost all get distracted, or worse, consumed, by concerns about profits and costs and productivity and compliance and…While all of these issues are important at varying levels, they all serve as distractions to leadership and therefore the business overall, from the singular focus on the customer.
This book is about a strategy for businesses and brands to follow a simple set of fundamental principles that will demonstrate love to customers. Customers will have feelings of love for the business and brand in return, to the point that they will deliver significant economic value to the enterprise. We’ll also explore the critical importance of winning employee love as a prerequisite to winning customer love. If employees don’t feel loved, they won’t be able, much less willing, to demonstrate the Principles of Customer Love on a consistent and sustained basis. You see employees, often many levels below senior leaders, are almost always the point of contact with customers. So, if they aren’t demonstrating the Principles of Customer Love in each and every interaction, then customers won’t feel loved.
These Principles are simple and familiar to all of us as human beings. They are part of our daily lives and every relationship we have from birth to death. However, leading and managing a business according to these principles is not easy. It takes focus and hard work and passionate dedication to one single outcome. Demonstrating love to customers.
Select Format
Book Details
About the Book
Another book about business strategy…really? There are thousands and thousands of books about business and brand strategy. Some are based upon very solid concepts and many are very well written. This, on the other hand, is a business love story. An exploration of how businesses can demonstrate love to customers so that customers will in turn fall in love with the business and the brand.
Winning Customer Love is about a business and brand strategy that will deliver the best possible results, by any measure, year after year. The Five Principles of Customer Love are well known to everyone because they are part of our daily lives. So, this strategy is easy to understand even as it is challenging to implement. Success requires focus, dedication and strong leadership from top to bottom in the organization. The results will be stunning.
About the Author
Jim Buchanan has over 40 years of experience in businesses from small to large and across many industries around the world. He has worked in positions on the front lines of customer interaction and service up to senior leadership responsibilities. Senior level roles in Brand Management, Marketing, General Management, Human Resources, Counsulting and Quality and Productivity have provided insights into how to win the love of customers and of the employees who serve them every day. Jim uses a daily yoga and meditation practice to stay centered and aware of each day’s amazing beauty and blessings.