The Relationship Revolution by Larry Hochman
Closing the Customer Promise Gap

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Customers are obviously at the core of any business. However, most customers’ trust in business is at an historic low, and many customers feel let down by businesses they formerly trusted.  There’s a well-used phrase that it’s much easier (and cheaper) to keep existing customers than to get new ones, but a vast number of companies don’t follow this through in practice. 

In the wake of the credit crunch, many businesses are now beginning to realise that rebuilding these relationships with customers will be crucial to future success and survival. 

If we’re to move forward, we’ll need nothing less than a relationship revolution.  Larry Hochman, a world expert on customer loyalty points the way to closing this promise gap.  He shows how transparency, honesty, accountability and openness need to filter right through every business. 

Technology now enables angry customers to assemble quickly and make a big impact.  In a connected world, word of mouth and reputation now matter far more than advertising.  Customers don’t just want to buy services from businesses, they want to change them.  Businesses need to get closer to customers, with the vision to see and courage to act. 

How can every business meet the uniquely important challenge of focusing once again on the building and maintaining of customer relationships? What is the opportunity cost of not doing so at this perilous moment?  What are the emotional consequences of the actions of staff in an environment when customers are more aware, more discerning, more demanding and less forgiving, and can go on-line and tell 10,000 other people about: your staff, your product, your company, your values, your ethics. This book will serve as a useful, relevant and practical guide to help you focus accordingly and as a result to succeed.


About Larry Hochman

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Larry Hochman is one of the most popular keynote speakers in the world and a former European Business Speaker of the Year. He is a globally recognised expert on customer relationships, leadership and talent management.Before beginning his speaking career twelve years ago, Larry held a number of senior positions at British Airways and the loyalty management company Airmiles in both New York and London. He was also a pioneer of corporate mentoring in Europe and has been the personal mentor to many Chief Executives all over the world.Originally from America, Larry currently resides in both London and Venice.
Published September 7, 2010 by Wiley. 169 pages
Genres: Business & Economics. Non-fiction

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