It's safe to say that the fundamentals of good customer service remain true today as they have been for decades. But what does it take to deliver exceptional service on a long-term basis? How do you stop your customers from comparing you with your competition based on price alone? How do you make your customers stick to you like glue? Sticky Customers is aimed at leaders of service-based organisations, small and large, who are looking to re-evaluate their service strategies and to find new ways to get closer to their customers. By avoiding theoretical waffle and using sixteen easy-to-follow models that will inform and entertain your teams as they improve, realign and ultimately deliver the service your customers will find invaluable. Mike Boreham and Nadeem Mohammed are experienced Service Transformation practitioners bringing over 50 years of practical experience ranging from blue-chip organisations to one-person start-ups to this book. Combining the very best industry tried and tested models, with innovations in areas where they found shortcomings, they have created a service framework that any organisation can use to get to the heart of their customers; plan and manage change; transform delivery; align technology; and, deliver a world class service to their customers. Topics include: -Mapping the customer journey -Giving your customers what they want -Creating a 90-Day action plan -Communicating the plan -Productising your services -Redefining your operating model -Prioritising technology investments -Aligning technology with business objectives -Align account teams to accelerate performance -Transforming company culture -Creating the us -Promoting customer self-service technology -Customer integrated information management -Process improvement These simple to adopt strategies will help you to streamline your service, cut costs and increase profit - and more importantly give your company the Wow factor it needs to truly thrive.