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Full Description
This book delivers a practical strategy for recruiting & retaining today's seller-agnostic customers. 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: the Now-or-Never Moment, Make-or-Break Moment, Keep-or-Lose Moment, and the highly profitable Multiplier Moment. The book 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 leaders of businesses of every size and type in Europe, Australia, and the United States are recommending The New Experts.
Contents
Introduction; The Revolution in Buyer Behaviour; Your 4 Decisive Customer Moments; Preference Gives You Advantage; Now-or-Never: Your First Brief Contact; Make-or-Break: The Lengthy Transaction Process; Keep-or-Lost: The Customer's Continued Usage; The Multiplier -- Repeat Purchase, Advocacy & Referral; The Urgency to Make Your Business First Choice.
