Indispensable: How To Become The Company That Your Customers Can't Live Without
Intense business competition has made many products and services interchangeable, and made price the ultimate determinant for consumers. When customers know they can get the same product at a lower price from someone else, they will. That is, unless you give them something they can't get anywhere else. Indispensable shows businesses how to break out of the commodity trap and create customer loyalty that overcomes the power of pricing.The Holy Grail of business is the customer so loyal that they'll do business with you and only you when it comes time to buy. The company that can build that relationship with its customers becomes truly indispensable to them—and destined for market dominance. In Indispensable, renowned business consultant Joe Calloway looks at how real companies have made their products and services indispensable to their customers, and how you can do the same in your business.Using case studies, interviews, and real-world scenarios, Calloway reveals the Five Drivers of success that virtually all indispensable companies share:They create and sustain momentum, overcoming organizational inertia and moving forward constantlyThey develop habitual dependability and consistent performance for their customersThey maintain a continuous connection by persistently communicating with their customersThey adopt a big-picture perspective by understanding their own, and their customers', long-term goalsThey engage, enchant, and enthrall, giving their customers more than they need—and more than they expectThese Five Drivers are what take businesses to the next level of customer service performance. Calloway offers dozens of examples of how to develop these characteristics in your organization, and presents detailed case studies that help you put them into practice immediately. The book also includes dozens of real-world, effective ideas and tactics that you can borrow and use to design your own customer service initiative. Indispensable shows business leaders how to use customer service to build companies and brands that customers won't want to live without.