Customers don’t leave because a competitor shouted louder; they leave because your promise and their experience drifted apart. This book closes that gap—quickly and permanently—by treating loyalty as the core operating system of your business, not a last-mile tactic. Built for busy founders and operators, it delivers a field-tested system for turning first value into forever value. You’ll learn how to shorten time-to-value with clear onboarding, turn support into a teaching engine, and build community rituals that make people proud to stay. Along the way, you will install practical tools—cohort tables, **customer retention** dashboards, **customer support scripts**, and **win-back campaigns**—that raise renewal and expansion without raising ad spend. Inside, you’ll find: - A precise method to define and deliver “first value” fast, using **onboarding best practices** - Honest ways to use **NPS improvement** without being fooled by vanity scores - A loyalty programme playbook that rewards contribution, not coupons—serious **loyalty program strategy** - Community patterns for durable **community-led growth** - Clear journey maps for **customer journey mapping** and decisions that **increase LTV** If you’re done guessing why people churn and ready to build an operating cadence that keeps them close, this is your blueprint. Tight, humane, and rigorously practical, it replaces noise with decisions—and turns the customers you already have into loyal fans.
Customer First
SKU: 9789374120460
$32.99 Regular Price
$23.44Sale Price
LOYALTY10
- Faridah Osman writes about the quiet mechanics of trust in business. Raised between bookshops and bazaars, she learned early that repeat custom is earned by kept promises, not clever slogans. Her work with founders across MENA and Europe has centred on a simple question: what makes people come back? Drawing on Ibn Khaldun’s ideas of social cohesion and the ethics of mutual obligation, she treats loyalty as a civic virtue with commercial force. When she is not mapping customer journeys, she is collecting small forms of public kindness—handwritten return policies, repair tags, the names of people who remember yours. Her writing brings warm authority and clear structure to a field often clouded by noise: fewer buzzwords, more kept promises.
