Bloom, Robert

A Radical Change in Customer Behavior is Attacking Your Bottom Line! Who Are the New Experts? A generation of Internet-empowered customers armed with three lethal weapons: instant access to information about every potential purchase, immense choice, and real-time comparison of competitive prices. These weapons have permanently changed the purchase behavior of customers—they no longer care where or from whom they buy. The result is an irreversible decline in customer loyalty for almost all companies—in almost all industries.

For instance, in 2009 only 20 percent of U.S. car buyers were brand loyal. The New Experts provides a practical solution to this brutal reality: deliver what matters most to these new experts when it matters most—throughout their purchase progression at their 4 Decisive Customer Moments:

• the now-or-never moment
• the make-or-Break moment
• the keep-or-lose moment
• the highly profitable multiplier moment

Robert Bloom, a veteran CEO and respected authority on business strategy, delivers a customer-focused solution that reduces costly customer churn and increases profitable conversion, retention, and advocacy. This strategy requires little or no investment when applied consistently—and when your organization is fully aligned behind it.

You and The New Experts can turn today’s most serious business challenge into your business-building advantage.