Summary of The New Experts

Win Today's Newly Empowered Customers at Their 4 Decisive Moments

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The New Experts book summary
A respected strategist explains why sales and service require a “customer-centric” approach.


6 Overall

7 Applicability

5 Innovation

6 Style


Today’s customers hold vast power, and they know it. They can choose from an endless array of products and services. The Internet keeps them informed about companies and their offerings and enables them to purchase items from virtually anywhere across the globe. How do firms survive in this challenging buyer-centric market? Business growth maven Robert H. Bloom offers some expert ideas. Through numerous valuable, informative case histories of successful and unsuccessful businesses, he shows how to win even the toughest customers. Though his book is easy to read, some of its points – for example, offer great service after the sale, be likable, think like the customer – are fairly pedestrian precepts any responsible company tries to meet. Still, Bloom offers useful sales guidance and interesting vignettes of companies that work hard to exceed customer expectations. getAbstract recommends his book to corporate leaders, as well as to marketing, sales, and operations and customer-service managers.

In this summary, you will learn

  • Why buyers now have the upper hand over sellers
  • How to reach and persuade buyers at four “Decisive Customer Moments.”


Buyers Call the Shots
Sellers once controlled commercial transactions, but now buyers are firmly in charge. Today’s consumers can choose from a vast array of worldwide, competitive offerings. Since the 2008-09 recession, buyers have learned they can capitalize on sellers’ weakened economic...
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About the Author

Robert H. Bloom is the former US chairman and CEO of Publicis Worldwide. He wrote The Inside Advantage: The Strategy That Unlocks the Hidden Growth in Your Business.

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