Peter Lyle DeHaan releases his newest book, Sticky Customer Service: Stop Churning Customers and Start Growing Your Business. His goal is to encourage business leaders to give more attention to keeping their existing customers.
“Customer service isn’t a once-and-done effort,” DeHaan says. “It takes ongoing work to truly meet your customers’ expectations.” In Sticky Customer Service, unearth practical, action-oriented insights to help turn customer service from an embarrassing weakness into a business strength.
In Sticky Customer Service, you’ll discover:
- The three key areas where customer service occurs and why they must work together.
- How to avoid common errors that too many businesses make.
- Why delighting customers is not the best approach and sets up future failure.
“Most businesses today give more attention to customer acquisition then customer retention. This is backwards thinking,” DeHaan states. “It’s much easier and less costly to keep existing customers than it is to find new ones. Yet the actions of most businesses prove that they don’t understand this.”
Peter Lyle DeHaan is an entrepreneur and businessman who has managed, owned, and started multiple businesses over his career. Common themes at every turn have included customer service, sales and marketing, and leadership and management. He shares his lifetime of business experience and personal insights through his books to encourage, inspire, and occasionally entertain.