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Creating Customer Evangelists: How Loyal Customers Become a Volunteer Sales Force
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Product Description
When customers are truly thrilled about their experience with a product or service, they become outspoken “evangelists” for a company. For most businesses, customers are loyal to people, not brands. Creating a culture of not only loyalty but belief is the formula for creating authentic and powerful word of mouth.
By researching companies with dedicated groups of outspoken, buss-spreading evangelists, authors Ben McConnell and Jackie Huba distill the formulas of the successful companies into the six tenets of customer evangelism. Creating Customer Evangelists explains why many traditional loyalty programs fail and how organic word-of-mouth programs often create communities of influencers who accelerate a company’s success.
Creating Customer Evangelists is the bible for any business hoping to convert good customers into exceptional ones who willingly spread the word.
Product Details
- Amazon Sales Rank: #255387 in Books
- Published on: 2002-11-12
- Released on: 2002-11-12
- Original language: English
- Number of items: 1
- Binding: Hardcover
- 224 pages
Editorial Reviews
From Publishers Weekly
This enjoyable but hardly essential book offers case studies of eight companies whose customer communities-that is, the base of customers who believe in a particular product or service-are robust and successful: Southwest Airlines, Krispy Kreme, Build-A-Bear Workshops, the Dallas Mavericks basketball team, Pallotta TeamWorks, O'Reilly & Associates, SolutionPeople and IBM. The authors, cofounders of the marketing consulting firm Wabash & Lake, claim that "customer evangelists" are free; they offer a six-step plan for building customer evangelism, but the specific programs they recommend are expensive. They decry "nuisance" advertising, yet praise MSN's infamous Hotmail spam tag line attached to every e-mail Hotmail users send and IBM's graffiti campaign that resulted in criminal fines. They argue against focusing on shareholder value and cost controls, but criticize companies that imploded for ignoring those two things. Although the idea of deepening customer relationships is certainly valid and should be embraced by marketers, there are better and far more balanced accounts of this process available (the first four chapters of Philip Kotler's Marketing Management, the standard MBA text, for example).
Copyright 2002 Reed Business Information, Inc.
Azriela Jaffe, Welcome Business USA
The book is packed with working examples of how to [create customer evangelists]...so buy it, learn from it.
The Business Reader Review, December 2002
"In the best book of the month ... McConnell and Huba offer six practical tenets for turning customers into evangelists. "
Customer Reviews
Finally practical steps
I have found that most books about marketing are about someone's one success in the past and just discuss the barriers they had to break to make their winning strategy work...they tend to be egocentric. I have wanted a book that really lines out the steps to take to create people loyal to a brand. I am not looking for a magic step-by-step I know everything takes time, but this book is doing a great job explaining practical things to do to create a loyal following. I got turned on to this book by their blog which is amazing...check it out at http://www.churchofthecustomer.com/
Authentic Ideas
Ben and Jackie have written a great book about how to harness the power of your happy and loyal customers to build relationships with new customers. Their authentic ideas allow brands to build trust with customers.
Dr. Karen Mishra
Author, "Trust is Everything: Become the leader others will follow"
Nice to have in paperback
I have the original hard cover book and absolutely love it, it is my bible. So I bought this new one to share it. Looks updated but still has all the good stuff in it. This book has amazing ideas and examples that really work when you put them to use.
