Indispensable

A five-step strategy for turning a commodity into a necessity When products and services become interchangeable, price becomesthe ultimate determinant for consumers. Indispensable showsbusinesses how to break out of that cycle by using The FiveDrivers-a strategy that takes companies to the next level ofperformance. Renowned business consultant Joe Calloway looks at howreal companies have made their product or service "missioncritical," and satisfied customers in the process. Indispensable goes straight to the heart of the issue and revealshow successful companies-of any size, in virtually anymanufacturing, selling, or service endeavor-achieve marketleadership through The Five Drivers of fierce customer loyalty.Indispensable shows readers how to: * Create and sustain momentum: overcome organizational inertia andkeep moving forward * Develop habitual dependability: make consistency of performance adefining characteristic * Connect continuously * See the Big Picture Outcome: create compelling customerexperiences * Engage, Enchant, Enthrall: make magic in the marketplace With interviews, detailed case studies, and dozens of real-world,effective customer service ideas and initiatives, Indispensable isjust what today's forward-thinking businesses need.