The Relationship Revolution

YOUR CUSTOMERS ARE ANGRY. VERY ANGRY! The turmoil of recession has left them feeling let-down, anxious and betrayed. They know how often businesses over-promise and under-deliver, and they're now deeply cynical. Trust in business is at an all-time low. This defining moment calls for nothing less than a 'Relationship Revolution'. The businesses that will prevail will be the ones who understand that customer relationships will be the dominant factor in determining success in the post-recession era. At a time when everyone is looking for value, this is where you can create the kind of 'unique value' that you need to succeed. Simple yet profound, practical and full of examples, this book will become essential reading for business leaders in the coming years.

Acknowledgements ix Introduction: Customers for Life…Priceless 1 1 The Search for Unique Value 13 2 The Collapse of Trust and Confidence 33 3 Closing the Promise Gap 47 4 Customers in Control, Forever 65 5 Get Closer, Get Smarter, Get Ready 87 6 Building a Common Purpose 103 7 Talent, as Precious as Oil 117 8 The Virtuoso Way: How One-to-One Relationships Revolutionised Luxury Travel 133 Epilogue: The Time is Now! 147 Index 151