Sticky Customers: Attracting, Developing, and Retaining Great Customers

It’s safe to say that the fundamentals of good customer service remain true today as they have been for decades. But what does it take to deliver exceptional service on a long-term basis? How do you stop your customers from comparing you with your competition based on price alone? How do you make your customers stick to you like glue? Sticky Customers is aimed at leaders of service-based organisations, small and large, who are looking to re-evaluate their service strategies and to find new ways to get closer to their customers. By avoiding theoretical waffle and using sixteen easy-to-follow models that will inform and entertain your teams as they improve, realign and ultimately deliver the service your customers will find invaluable. Mike Boreham and Nadeem Mohammed are experienced Service Transformation practitioners bringing over 50 years of practical experience ranging from blue-chip organisations to one-person start-ups to this book. Combining the very best industry tried and tested models, with innovations in areas where they found shortcomings, they have created a service framework that any organisation can use to get to the heart of their customers; plan and manage change; transform delivery; align technology; and, deliver a world class service to their customers. Topics include: - Mapping the customer journey - Giving your customers what they want - Creating a 90-Day action plan - Communicating the plan - Productising your services - Redefining your operating model - Prioritising technology investments - Aligning technology with business objectives - Align account teams to accelerate performance - Transforming company culture - Creating the us - Promoting customer self-service technology - Customer integrated information management - Process improvement These simple to adopt strategies will help you to streamline your service, cut costs and increase profit - and more importantly give your company the Wow! factor it needs to truly thrive.

Mike started his career in 1984 as a systems engineer with IBM in their PC division. After five years training and supporting IBM’s channel partners he had, by the end of the 1980s, moved into product marketing, retraining with the chartered institute of marketing (CIM). After a three year period working for channel partners as a services marketing manager Mike has been freelance since 1998, assisting technology companies of all sizes from start-ups to some of the world’s largest companies. As someone who believes in lifelong learning Mike has added to his degree in Physics from Aston University with a degree in psychology from the Open University. Whilst seemingly unusual bedfellows, this combination of theoretical pillars provides a useful combination of reasoning styles that allows him to not only understand the ’what’ of the subject matter but to get at the ’why’ behind its application. Nadeem is a highly motivated Service Delivery and ICT expert possessing extensive knowledge of creating information systems for service delivery, supply chain management and programme management particularly within the financial, retail, pharmaceutical and media sectors. Nadeem is co-owner and Lead Architect behind www.Deffinity.com a web-based Enterprise Service Delivery solution used by many of today’s leading IT Service Providers and commercial banks. He is now spearheading the company expansion into Middle East and Africa.