How to Build Customer Confidence

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Pearson Education, Feb 1, 2010 - Business & Economics - 13 pages

To earn and maintain your customers’ confidence, you have to do more than deliver a satisfactory product or service on time. It takes a deep understanding of their needs and a clear commitment to their success. How can you earn your customers’ confidence? Show your commitment to their success. Zero on the problems they don’t know they have. Demonstrate your competence. Stay relevant for the long term.

You know your customers are crucial to your company’s success, but are you crucial to theirs? I often ask business leaders that question. Many haven’t given it much thought. Others have, concluding that their outstanding, attractively priced products must be of great value to customers...but, no, they’ve never taken the time to find out if their customers agree....


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About the author (2010)

Fred Wiersema is a noted business strategist and speaker. He is coauthor, with Michael Treacy, of the highly acclaimed book, The Discipline of Market Leaders, which spent five months at the top of The New York Times and BusinessWeek bestseller lists. The book showed how winning companies create a distinctive appeal to customers by focusing on either operational excellence, product leadership, or customer intimacy. Wiersema, who holds a doctorate from the Harvard Business School, is also the author of The New Market Leaders and Customer Intimacy, and his work has been featured in a variety of publications, including the Harvard Business Review, Fortune, and BusinessWeek.

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