Inspire!: Why Customers Come Back

Jim Champy

© 2009 by James A. Champy
Pearson Education, Inc.
Publishing as FT Press
Upper Saddle River, New Jersey 07458

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Printed in the United States of America

First Printing April 2009

ISBN-10: 0-131-36188-0

ISBN-13: 9780131361881

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Library of Congress Cataloging-in-Publication Data

Champy, James, 1942-
 Inspire!: why customers come back / Jim Champy.
    p. cm.
 ISBN-10: 0-13-136188-0 (hardback: alk. paper)
 ISBN-13: 978-0-13-136188-1 (hardback: alk. paper) 1. Marketing. 2.
 Consumer education. 3. Customer relations--Management. 4. Authenticity
 (Philosophy) I. Title.
  HF5415.C48244 2009
  658.8--dc22
                            2008043337

Vice President, Publisher
Tim Moore

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Amy Neidlinger

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the Ingredient

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Dedication

This book is dedicated to Ron Christman, Tom Waite, and John Thompson—three of my business associates from whom I learned so much about inspiring customers with ideas.

Acknowledgments

As always, my best work is done in association with others. For this book and the others in this series, my thanks go to the talented editors and researchers at Wordworks, Inc.: Donna Sammons Carpenter, Maurice Coyle, Ruth Hlavacek, Larry Martz, Molly Sammons Morris, Cindy Sammons, Robert Shnayerson, and Robert W. Stock—and Helen Rees and Joan Mazmanian of the Helen Rees Literary Agency. I am also deeply appreciative of the efforts of my publisher, Tim Moore, and all his colleagues at Pearson: Amy Neidlinger, Megan Colvin, Julie Phifer, Sandra Schroeder, Lori Lyons, Jake McFarland, Erika Millen, Krista Hansing, and San Dee Phillips. I would also like to thank my very capable assistant Dee Dee Haggerty.

Finally, as always, I am grateful to my wife, Lois, and my son, Adam, for their support, advice, and tolerance when I write. They keep me focused on what truly matters in life.

About the Author

Jim Champy is one of the leading management and business thinkers of our time. His first best seller, Reengineering the Corporation, remains the bible for executing process change. His second book, Reengineering Management, another best seller, was recognized by Business Week as one of the most important books of its time. Champy’s latest book, OUTSMART!, shows how to achieve breakthrough growth by consistently outsmarting your competition by identifying six powerful new ways to compete in even the toughest marketplace.

Champy is also an experienced manager and advisor. He is currently the Chairman of Consulting for Perot Systems. He speaks and writes with the authority of real business experience and brings pragmatism to the world of business. In this new series of books, Champy looks at what’s working today for highgrowth businesses. Champy observes that there is not much new in management, but there is a lot new in business—and a lot to learn from what’s new.