The New Market Leaders
Who's Winning and How in the Battle for Customers
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- $10.99
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- $10.99
Publisher Description
Ask any manager to identify what's different in the new economy, and they will tell you that markets are more crowded than ever before. As a result, it is harder than ever to attract and retain customer attention. Increasingly, fresh role models are needed to determine what it takes to prosper when customers are the most precious resource. THE NEW MARKET LEADERS provides exactly that, by examining the exciting, unorthodox companies dominating the market and revolutionising business.
In this eye-opening and cutting edge book, renowned business strategist Fred Wiersema offers totally new guidelines for measuring a company's success. He explains why traditional measures, such as size of the company or total sales, are no longer adequate markers of a company's prowess or future prospects. By providing new sales growth and market value indexes, Wiersema shows readers how to recognise the movers and shakers in the industry, whether internet-based or more traditional. He identifies today's 100 most influential global businesses and explains what makes them so powerful. In today's fast-paced economy, no investor or manager can afford to ignore the practical strategies and highly applicable insights offered in this important book.
PUBLISHERS WEEKLY
Wiersema (coauthor of the bestselling The Discipline of Market Leaders) offers insights into customer service strategies that win. Based on a six-year study of 5,000 global companies, this book examines 100 of these companies in detail, including General Electric, Wal-Mart, Microsoft, Intel and AOL Time Warner, arguing that executives and managers can no longer blame the Internet or the New Economy for their customer service failings. Wiersema finds that the most successful companies focus on being at the forefront of new technology and, most importantly, try to learn from other winning companies. Top companies also view "customer loyalty as a fragile condition that requires fastidious attention." For example, McDonald's focuses on customers who eat McDonald's food several times a week, knowing that any new offerings on the menu have to appeal to this core 20% of their customers in order to succeed. Similarly, AOL retains 97% of its customers by simplifying its billing. The book is particularly insightful when discussing Internet companies, including Amazon and Yahoo. Clearheaded and practical, Wiersema's book will be valuable to managers, executives and anyone focused on improving customer service. , along with a 20-city radio satellite tour, should help it break through the noise.
