Customers for Life: How to Turn That Onetime Buyer Into a Lifetime Customer [Paperback]

We live in a customer economy. Customers control the way of doing business. It is necessary for the company to put customer¡Âs need at the core. This book provides many practical tactics to turn what customer needs into actions.

Structurally, this book can be divided into three aspects: customer, employees and physical environment. And in each aspect, author will introduce some interesting tactics. For customer aspect, Carl suggests that company should ask customer their preference instead of just assuming what customer like. For employees aspect, Carl realizes that ¡§if you want your employees to be polite to your customer, you have to be polite to your employees¡Â. For physical environment aspect, Carl thinks that ¡§every impression is important¡Â, therefore all physical environment even a restroom should be treated well.

Comment:

Advantages:

Although minor, still need to care

For a student, this book really gives us many practical way of doing business as well as the proper manner when dealing with customers.
One of the insight that this book bring to me is ¡§although minor, still need to care¡Â. Customer will not very appreciate if company does all thing right, since customer think it is company¡Âs responsibility to do so. Also, customer will dissatisfy if company does not do well in a minor aspect such as toilet because customer will afraid how a company treat customer good if they cannot treat toilet well. Overall speaking, this book can give reader understand this concept.

Linkage between customer, employees and physical environment

After reading the whole book, I understand more about the relationship of customer, employees and physical environment. Employees and physical environment are two vital elements which are influence customers directly. Therefore, if company want to retain and satisfy customers, it is critical for them to put effort the aspects of employees and physical environment.

Disadvantage:

Some ideas may not be applied in other industries

Since the author run the business of car dealers, the content inevitable focus on car dealer. This may reduce the attractiveness of this book since some of the tactics cannot apply to other industry.

We live in a customer economy. Customers control the way of doing business. It is necessary for the company to put customer¡Âs need at the core. This book provides many practical tactics to turn what customer needs into actions.

Structurally, this book can be divided into three aspects: customer, employees and physical environment. And in each aspect, author will introduce some interesting tactics. For customer aspect, Carl suggests that company should ask customer their preference instead of just assuming what customer like. For employees aspect, Carl realizes that ¡§if you want your employees to be polite to your customer, you have to be polite to your employees¡Â. For physical environment aspect, Carl thinks that ¡§every impression is important¡Â, therefore all physical environment even a restroom should be treated well.

Comment:

Advantages:

Although minor, still need to care

For a student, this book really gives us many practical way of doing business as well as the proper manner when dealing with customers.
One of the insight that this book bring to me is ¡§although minor, still need to care¡Â. Customer will not very appreciate if company does all thing right, since customer think it is company¡Âs responsibility to do so. Also, customer will dissatisfy if company does not do well in a minor aspect such as toilet because customer will afraid how a company treat customer good if they cannot treat toilet well. Overall speaking, this book can give reader understand this concept.

Linkage between customer, employees and physical environment

After reading the whole book, I understand more about the relationship of customer, employees and physical environment. Employees and physical environment are two vital elements which are influence customers directly. Therefore, if company want to retain and satisfy customers, it is critical for them to put effort the aspects of employees and physical environment.

Disadvantage:

Some ideas may not be applied in other industries

Since the author run the business of car dealers, the content inevitable focus on car dealer. This may reduce the attractiveness of this book since some of the tactics cannot apply to other industry.