Indispensable : How To Become The Company That Your Customer Can't Live Without

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Virtually every business of every description faces exactly the same challenge - how to win and keep customers in a marketplace that defines virtually everyone as a commodity. The challenge, in two words, is how to become “mission critical.” How can you get your customers to see you as an absolute, complete, and total necessity? This is the key to customer retention and the resulting revenue production and market share that all companies seek. This book gets straight to the heart of how market leaders create customer loyalty and market differentiation. The approach of the book is to lay out the strategic and tactical roadmap of how any company, of any size, in virtually any manufacturing, selling, or service endeavor can achieve that market leadership through fierce customer loyalty.

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Joe Calloway is a restaurant owner, business author, and branding consultant whose client list reads like a “Who’s Who” in business, from newspapers in Sweden, hotels in Great Britain, and computer companies in South Africa to world brands like American Express and IBM. Joe is a guest lecturer with both the Graduate School of Business at the University of Tennessee and the Center for Professional Development at Belmont University. Joe is also a partner in Mirror, an award-winning restaurant in Nashville, which was recently featured on television’s Food Network. A recent issue of Sales and Marketing Management Magazine called Joe “an expert on developing customer focused teams,” and a National Customer Services Advisory Board called Joe “one of the most innovative and compelling people in the service industry.” Joe Calloway speaks frequently on business competition, and he has been inducted into the Speakers Hall of Fame. Joe is nationally known as a straight-talking expert on how to compete and win in today’s marketplace. Table of Contents 1. The Default Choice 2. The Five Drivers 3. Case Study: Deluxe 4. Back To The Six New Basics 5. Case Study: W Hotels 6. Create Community 7. Case Study: Gitomer 8. Obvious But Often Overlooked 9. Right Place. Right Time. 10. Case Study: The Pancake Pantry 11. Big Picture Outcome 12. Twenty-Eight Indispensable Lessons 13. Case Study: Pinnacle Financial Partners 14. Repeatable Process. 15. Stop Apologizing. Start Doing Your Job. 16. Case Study: Law Talk 17. The Customer Decides Index.