Noah Fleming

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.

Dealing with Difficult Customers will show you:
How to stop using gimmicks and trick promotions to… Show more

Ignore a valid complaint and you could be the next viral sensation for all the wrong reasons. But give in to every demand and you may be consumed with the often petty complaints of your worst customers and wind up pandering to them with freebies, discounts, and special attention. That will cost you time and money, and perhaps worse, do little or nothing to solve the root problem.

Dealing with Difficult Customers will show you:
How to stop using gimmicks and trick promotions to encourage repeat business and the alternatives that will keep your customers salivating for more.
How "Hungry Hippos" and "Problem Children" are sapping your employees time and energy and what to do about them.
The behaviors that turn great customers into dissatisfied critics and how to change them. Show less

How do you grow a truly sustainable business in the hyper-competitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more.

The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and… Show more

How do you grow a truly sustainable business in the hyper-competitive 21st century? By using the practical, psychology-based strategies in this book to dive into the mind of your customer and enhance your business's customer experience by creating "buying loops" that keep your customers coming back for more.

The Customer Loyalty Loop includes proven, science-backed secrets for building legions of loyal customers who will become evangelists for your business, buy from you repeatedly, and actually enjoy doing business with you.

You will learn a wide variety of simple but powerfully effective strategies, such as:

How to stop using gimmicks and trick promotions to encourage repeat business, and what to do instead that will keep your customers coming back for more.
How to use the "Butler Secret" to achieve results superior to any marketing campaign or promotion you'll ever dream up.
Why providing the best customer service isn't enough anymore, and what you must do instead if you want your business to keep growing in the 21st century.
The "Bentley Strategy" that will immediately and dramatically increase customer loyalty to your business.
And many more proven tactics and strategies. Show less

Loyal customers are the beating heart of every great business. So why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?

Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base—the path to… Show more

Loyal customers are the beating heart of every great business. So why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have?

Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base—the path to stable growth, season after season. The book’s entertaining stories and action steps reveal how anyone can:

Cultivate the 3Cs of evergreen companies: character, community, and content • Build loyalty programs that turn satisfied customers into enthusiastic advocates • Nurture profitable customers while pruning those who sap time and money • Inject authenticity into social media communications • Invert the expectations gap that can drive customers away

From Internet startups and mom-and-pop businesses to multinational giants, strong companies are rooted in customer retention. Evergreen helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.
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Contributing expert blogger for FastCompany.com on topics related to customer retention, customer loyalty, customer engagement, business growth, community building, and much more.

Contributing writer for The Globe and Mail's "Report on Business" section with a focus on Small Business & Entrepreneurial Growth, customer loyalty, and customer retention.