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Customer Math - The Book
Mathematics
to outsmart your competition |
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US/UK/Canada |
India |
Others
Countries |
Add to Cart |
Code |
| Paperback |
US
$28 |
Rs.
250/- |
AOR |
 |
CM140 |
| Hardcover |
US
$39 |
Rs.
385/- |
AOR |
|
CM141 |
| Download |
US
$5 |
- |
AOR |
|
CM144 |
| Double Book Package |
US
$41 |
Rs.
385/- |
AOR |
|
CM142 |
| Triple Book Package |
US
$60 |
Rs.
660/- |
AOR |
|
CM210 |
*
Prices include Shipping & Handling charges
* AOR: Available on request
* "Double
Book Package" includes two
books - "Customer Math"
& "Unhappy Customer Stock
Exchange." Both books are paperback
editions.
* “Triple
Book Package” includes three
books – “Customer Math,”
“Unhappy Customer Stock Exchange”
and “Customer Icebergs.”
All the three books are paperback
editions.
* Option for
special edition books (bulk quantity) for companies
with different customized book covers is available.
Contact for price. |
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What started as a Rs. 9,000
mistake in 1997 has turned into an enlightening
concept. Customer Math takes a look at the
real world where the concept of customer satisfaction
is known but not adhered to. In the absence
of hard figures, companies and individuals
find it hard to believe in this concept. Customer
Math brings you mathematical proof that will
convince you that the customer is the undisputed
‘king’ and that customer satisfaction
is profitable. |
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The
mathematics related to customers cannot be
equated to what is learnt in schools and colleges.
In the lexicon of Customer Math, 1 is not
equal to 1. Some of the Customer Math formulae
are 1=5, 1=3, 1=12, 1=10000, 10%=47%, 1=23,
5%=50%, and 91%=18%. They will show you how
customer defections can play havoc with a
company’s bottom line, and how you can
acquire new customers even after eliminating
your sales and marketing team and doing away
with advertising. You will get to know how
to avoid becoming member of the Unhappy Customer
Stock Exchange, the ever-widening trap that
can devastate any business. These formulae
enlighten you about your most valuable asset.
With their aid, you will know how to treat
the cost incurred in satisfying a customer.
You will also uncover the real cost of customer
dissatisfaction.
What’s more? Here, you will read about
the three pillars on which customer satisfaction
rests and how you can achieve automatic customer
satisfaction without moving a muscle. Find
out how achieving higher levels of customer
satisfaction can do wonders for your business,
career, and soul. Learn what the objective
of your business should be from the one and
only Customer Guru!
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Customer
Math is the FIRST Indian Management book
published in Chinese language. |
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| The book is
published in Chinese by Electronic Digest
Publications Ltd., Unit 1809, Kodak House
2, 321 Java Road, North Point, Hong Kong for
China, Hong Kong and Taiwan markets. |
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Chapter 1
Why Customer
Math?
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This
chapter takes a look at the real world where
the concept of customer satisfaction is known
but not adhered to. People know about customer
satisfaction, but in the absence of hard figures,
companies find it hard to believe that it
really pays to keep a customer satisfied.
Why Customer Math? Because it brings you mathematical
proof that will convince you that the customer
is the undisputed ‘king’ and that
customer satisfaction is profitable. |
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Chapter 2
10%=47%
Customer Defections:
the Cause of Every Company’s Woes
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Customer
defections can play havoc with a company’s
bottom line. This Customer Math formula shows
how defecting customers make it harder for
one to achieve sales targets and the way they
can jeopardize business operations. You will
learn to save 70% of your advertising and
marketing costs. We will also save you from
becoming members of the “Unhappy Customer
Stock Exchange.” |
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Chapter 3
1=3
Turn Your
Customers into Your Sales Force |
With
satisfied customers by your side, you will
neither have to ask for referrals, nor, look
for new customers. Learn how you can acquire
new customers even after eliminating your
sales and marketing team and doing away with
advertising. |
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Chapter 4
1=12
Losing One
Customer Means Losing Many More |
A
dissatisfied customer can ruin your business
and you wouldn’t even know where the
blow came from. Learn from Customer Guru about
the ever-widening trap that can devastate
any business. You could even land up losing
prospective customers if you aren’t
careful. Your advertising and marketing campaigns
will come to no avail unless you can curb
the tide of dissatisfaction.
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Chapter 5
1=10,000
Beware
of the Negative Customer Buzz |
Learn about the buzz and how it can be used
to spread the positive or negative word about
a product or service to the farthest ends
of cyberia. Learn about the “negative”
and “positive” aspects of the
buzz and how it can propel sales and profits
upwards or downwards dramatically.
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Chapter 6
1=5
A
Customer in Hand is Better Than Five in
the Bush |
Customer
Math formula 1=5 advises against losing old
customers, particularly because it costs a
lot to attract new ones. |
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Chapter 7
5%=50%
Zero Customer
Defections. Infinite Profits. |
One
cannot overemphasize the importance of retaining
customers. Learn from Customer Guru how reducing
the customer defection rate leads to sizeable
increase in profitability. |
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Chapter 8
1=Infinity
A Customer
– An Invaluable asset |
Unless
we know the value of our customers, we will
not be able to make the right decisions. This
chapter gives you an accurate idea of the
value of the customer. You will be surprised
to know the value of this little-known asset.
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Chapter 9
1=23
Customer
Complaints – a Blessing in Disguise |
Customer
Math formula 1=23 deals with the dynamics
of complaining customers. Learn what the criticism
of dissatisfied customers could mean for your
business. Learn why one has to pay attention
to every complaint that comes our way and
the consequences, if one doesn’t. |
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Chapter 10
91%=18%
Turning Discontent
to Your Advantage |
Complaints
are a part and parcel of every business that
is not run by robots. Customer Guru will tell
you how you can turn your dissatisfied customers/consumers
into lifelong customers and friends. After
you have gone through this chapter, you will
realize it is better to have a complaining
customer than no customer at all. |
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Chapter 11
The Cost of
satisfying a Customer: Investment or Expense? |
The
cost incurred in satisfying a customer/consumer has
an important bearing on the level of customer
satisfaction that we achieve. Learn whether
to treat the cost of satisfying a customer
as an investment or as an expense. |
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Chapter 12
The Iceberg
Phenomenon |
The
Iceberg phenomenon dwells on the cost of customer
dissatisfaction. Customer Guru suggests that
the concept of customer dissatisfaction is
not taken very seriously because it is like
an iceberg, most of which is hidden. Uncover
the real cost of customer dissatisfaction,
the tip of the iceberg as well as the hidden
mass. Once you are able to see the complete
iceberg, you will never dare to make the ‘king’
unhappy. |
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Chapter 13
Customer Dissatisfaction:
Not for the Fainthearted |
Achieving
customer satisfaction is not for the fainthearted
as there are customers who are unreasonable,
rude, and unprofitable. Customer Guru suggests
ways of tackling such customers without losing
faith in the concept of customer satisfaction. |
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Chapter 14
You Have the
Right to Choose Your Customers |
We
are sure that you have come across rude, mean,
and unreasonable customers. Learn the trick
from Customer Guru as to how to deal with
them and still maintain one’s equilibrium.
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Chapter 15
Place Yourself
in the Customer’s Shoes |
Do
unto your customer as you would have done
unto you. If you don’t like to be taken
for a ride, your customers don’t want
to be, either. Get an insight into what the
customer wants without going to seminars and
reading books on the subject (except this
one, of course!). |
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Chapter 16
Empowerment:
Key to Customer Satisfaction |
Without
empowerment, customer satisfaction will remain
a pipe dream. Learn the role empowerment can
play in achieving higher levels of customer
satisfaction. |
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Chapter 17
Top management:
the Buck has to Stop Here |
Where
does the top management figure in all this
talk about achieving higher levels of customer
satisfaction? Should managers reign in their
corporate offices in splendid isolation? Customer
satisfaction will remain a rudderless boat
unless the top management gets enlightened
by the Customer Guru. |
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Chapter 18
The Three
Pillars of Customer Satisfaction: Time,
Effort & Money |
Does
customer satisfaction come from policy manuals
or do we need more? In this chapter, Customer Guru
will talk about the three pillars on which
customer satisfaction rests. |
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Chapter 19
Automatic
Customer Satisfaction |
Learn
how to achieve automatic customer satisfaction
without moving a muscle. According to CustomerGuru,
the solution lies with the ‘customer
within.’ Who’s that? Well, you
will have to read the book. |
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Chapter 20
What’s
in it For Me? |
Why
should you spend your time and effort in satisfying
a customer? What’s in it for you? Learn
how achieving higher levels of customer satisfaction
can do wonders for your business, career and
your soul. |
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Chapter 21
The King Will
Reign Supreme |
Who
is the "king" in today’s marketplace?
Why will he always reign supreme? Get a preview
of the power of the "king" in the
days to come. |
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Chapter 22
Pursue customer
satisfaction. Money will follow.
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Although
people in business have a one-track mind vis-a-vis
money which they pursue unerringly, this could
land them in hot water. Learn what the objective
of your business should be from the one and
only Customer Guru!
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