Indispensable: How To Become The Company That Your Customers Can't Live Without
Joe Calloway





Format: Hardcover, 226pp.
ISBN: 9780471703082
Publisher: Wiley
Pub. Date: April 15, 2005

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Description and Reviews
From The Publisher:

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 constantly
• They develop habitual dependability and consistent performance for their customers
• They maintain a continuous connection by persistently communicating with their customers
• They adopt a big-picture perspective by understanding their own, and their customers', long-term goals
• They engage, enchant, and enthrall, giving their customers more than they need—and more than they expect

These 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.


About the Author

Joe Calloway is a consultant on branding and competitive positioning 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 BMW and American Express. He speaks frequently on business trends, and has been inducted into the International Speaker's Hall of Fame. He owns an award-winning restaurant in Nashville, Tennessee, where he lives with his wife, Annette, and daughter, Jess.


Table of Contents

	Preface
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: LawTalk
17	The Customer Decides
	Index

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