"Larry's thoughts on customers, culture and talent are immensely valuable for any business, anywhere in the world." - Sheldon S. Wiseman, President & CEO, Amberwood Entertainment Corp. "For Larry the relationship between customers and profitability is intuitive and effortless. By reading his book you will be galvanised to do something about it at a time when it couldn't matter more." - Amanda Mackenzie, Chief Marketing Officer, Aviva "Larry Hochman understands the business zeitgeist exceptionally well. The Relationship Revolution brings together what he has learned from hundreds of customers and thousands of managers. His argument that authentic customer relationships are what will separate the winners from the also-rans is provocative, challenging and a call to action." - Dr Stan Maklan, Cranfield School of Management "If you are still denying the importance of Web 2.0, then read this wake-up call from one of the world's foremost speakers on customer relationships. If you truly value your customers then The Relationship Revolution is required reading - in every part of the world and regardless of the business you are in." - Scott Gustlin, Vice President, Interactive RTP "Finally Larry Hochman, one of the world's most popular keynote speakers, has put his wisdom into a book. His insights on management, marketing, leadership, customer service and human resources will certainly help the readers create unique value...at the speed of life." - Santiago Zapata, Founder and President, HiCue Speakers In this long-awaited book, leading business thinker Larry Hochman maps out what you have to do to succeed in the coming decades. He gets under your customers' skin, shows you what they really want, and then takes you through what you have to do, inside and outside your organisation, to get there. Inspirational and enlightening, The Relationship Revolution should become a new 'rule book' throughout your organisation.
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
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