Fans! Not Customers: Revised Edition (Ebook)
How to Create Growth Companies in a No Growth World
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Most companies plod along doing things as everyone always has. So there are huge opportunities for people trying to break the mould, even in old-fashioned businesses like banking or insurance. Of course it happens all the time in the digital world, but it can happen anywhere - so long as you turn your customers into fans. When that happens your customers - who will sing your praises when your competitors' customers are grumbling all the time - become your greatest allies in marketing and sales. Then you can really go for growth. But to amaze and delight your customers and clients isn't easy, and requires constant work and innovation - this book, generously scattered with examples and case studies drawn from Vernon Hill's own experience shows how it is to be done.
There is a Hall of Fame of the Customer Service Kings. And the equal of any: Vernon Hill's Metro Bank. Way to go, Metro Bank! To readers: Enjoy! Learn! Steal! Implement!
Vernon Hill
Vernon Hill was the founder of the hugely successful Commerce Bank in the US and now Metro Bank in the UK, Britain's first new high street bank for over a century. He is one of only a handful of chief executives ever to be a member of the Forbes 20/20 club: to have stayed in the same job for over two decades paying more than 20% returns every year. This is far more exceptional than it sounds. This is his first book.