1ndispensable
1ndispensable - How to become the company your customers can't live without
by Joe Calloway
Magis Rating: **
Available at Amazon for $18.45
Confession: I bought this book for Chapter 3, a case study of Deluxe Check Company. One day you wake up and your product is quickly becoming unnecessary. You print checks for financial institutions and e-banking is rapidly taking over. Chuck Feltz, then President of Deluxe Financial Services tells how they decided to become an indispensalbe knowledge resource for the industry, and the process of “getting beyond the commodity”. Chuck Feltz is now the President of Lifetouch NSS, Inc. a school photography company facing a very similar consumer and technology shift toward digital imaging from paper photographic products. Becoming indispensable to customers in the face of changing times requires a special connection with the customer. It’s probably not in your best interest to create processes that control customer satisfaction, without knowing what the customer wants. The five drivers: 1. Create and sustain momentum 2. Develop habitual dependability. 3. Continuous connection. 4. Big picture outcome. 5. Engage, enchant, and enthrall. Good Case Studies.