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Author: Chuck Wall
Publisher: Routledge
ISBN: 9781937134372
Category : Customer relations
Languages : en
Pages : 0
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Book Description
In today's modern, hypercompetitive Internet age, where product choices seem limitless and extensive product information and reviews are only a click away, newly empowered customers call the shots. Head-in-the-sand companies that fail to accept this reality will wither away and die. Customer-research expert Chuck Wall makes these arguments based on interviewing or surveying more than 100,000 customers. He backs up his thesis with valuable insights and fascinating case histories of "Customer CEO" companies. Wall says his belief that companies should pay close attention to their customers is "radical," but by now, the axiom that companies should be customer-centric is pretty much common knowledge. Even so, Wall offers well-informed, valuable observations about what customers care about and want. getAbstract recommends his thoughtful perceptions to everyone who has customers, wants to retain them and hopes to attract even more.
Author: Chuck Wall
Publisher: Routledge
ISBN: 9781937134372
Category : Customer relations
Languages : en
Pages : 0
Get Book
Book Description
In today's modern, hypercompetitive Internet age, where product choices seem limitless and extensive product information and reviews are only a click away, newly empowered customers call the shots. Head-in-the-sand companies that fail to accept this reality will wither away and die. Customer-research expert Chuck Wall makes these arguments based on interviewing or surveying more than 100,000 customers. He backs up his thesis with valuable insights and fascinating case histories of "Customer CEO" companies. Wall says his belief that companies should pay close attention to their customers is "radical," but by now, the axiom that companies should be customer-centric is pretty much common knowledge. Even so, Wall offers well-informed, valuable observations about what customers care about and want. getAbstract recommends his thoughtful perceptions to everyone who has customers, wants to retain them and hopes to attract even more.
Author: Forler Massnick
Publisher: Amacom
ISBN: 9780814403464
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Supplying a framework for shifting to a strategic new customer focus, this book will enable executives and managers to evaluate where they are now; determine what functional departments like human resources, finance, production and plant operations need to be doing to become more customer-focused; craft a compelling vision statement for the company; and relate customer satisfaction to quality, reengineering, the learning organization, teamwork, leadership and more.
Author: Chuck Wall
Publisher: Routledge
ISBN: 1351862049
Category : Business & Economics
Languages : en
Pages : 157
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Book Description
Most companies still operate as if they control their customers. But, in today's market, it's really the other way around. Customer CEO confronts the new market reality that customers choose which companies to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customer possess - including "the power of me," "the power of the heart," and "the power of rebellion" - and how companies can profit by understanding the power of their customers. Based on more than a decade of firsthand experience and over 100,000 customer interviews, Customer CEO provides every size company with a roadmap of fresh ideas and easy to use tools, while exploring three-dozen companies that embrace the power of their customers. By reading this book, every leader can transform their business into a Customer CEO company.
Author: Chuck Wall
Publisher: Bibliomotion, Inc.
ISBN: 1937134792
Category : Business & Economics
Languages : en
Pages : 80
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Book Description
Sales have dropped precipitously. The board is meeting next week. Bob, founder and long-time CEO, is urged by his team to hire an expensive management consulting firm and drastically cut costs as a last ditch effort to improve the company’s bottom line. Stop, Look, and Listen is the story of how Bob puts the principles put forth in Chuck Wall’s Customer CEO: How to Profit from the Power of Your Customers to work. Bob has been running his company as if he controls the customers. Bob is urged to Stop, Look, and Listen, because today, the customers are in control. They are the bosses, the Customer CEOs, and they control the company’s destiny. Bob must learn to understand his customers’ needs, and more importantly, embrace their power. The three essential steps are to STOP seeing things from the corporate CEO’s point of view, LOOK at everything from the customer’s point of view, even when it hurts, and LISTEN deeply for what the customers’ needs are. This short, entertaining business tale chronicles Bob’s ultimate recognition of his customers as CEOs. Author Chuck Wall is an expert in understanding the needs of customers, having interviewed and surveyed more than 100,000 of them in virtually every business category. Chuck has helped hundreds of companies, from the Fortune 100 to start-ups, acquire hundreds of thousands of new customers.
Author: Nick Mehta
Publisher: John Wiley & Sons
ISBN: 1119572762
Category : Business & Economics
Languages : en
Pages : 392
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Book Description
If leaders aren't integrating their digital offerings into a philosophy of Customer Success, they will be defeated in the next decade, because technical excellence and other traditional competitive advantages are becoming too easy to imitate. The Customer Success Economy offers examples and specifics of how companies can transform. It addresses the pains of transforming organizational charts, leadership roles, responsibilities, and strategies so the whole company works together in total service to the customer. Shows leaders how their digital implementations will make them more Amazon-like Helps you deliver recurring revenue Shows you how to embrace customer retention Demonstrates the importance of "churning" less Get that competitive advantage in the most relevant and important arena today—making and cultivating happy customers.
Author: Mark Hillary
Publisher: Lulu.com
ISBN: 1326185381
Category : Computers
Languages : en
Pages : 157
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Book Description
Mark Hillary has worked on words for astronauts, ambassadors, politicians and business leaders. In particular, his expertise in blogging has been utilized by several Chief Executives across the world. They want to be seen on the social networks, blogging and creating great content for their business, but they don't have the time. In this book, Mark recounts the failures and successes of working with many of these senior executives on what has now become known as 'content marketing' - or ghost-blogging for CEOs. Mark uses social networks and interesting content as tools to help executives reach the influencers and customers in their line of business. Based on years of personal experience, Mark outlines what works and doesn't work when executives start blogging and how marketing teams can create an effective blogging strategy for their executives. He also explores how blogs have become an important part of what we used to call 'the news' and therefore are more important than ever.
Author: Ram Charan
Publisher: Penguin
ISBN: 1101216336
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
From the bestselling author of What the CEO Wants You to Know? How to rethink sales from the outside in We have to face the truth: the process of selling is broken. Customers have more choices and are under intense pressure. Yet few companies are facing this reality. When they don't, a lingering malaise sets in. More than ever these days, the sales process tends to be a war about price-a frustrating, unpleasant war that takes all the fun out of selling. But there's a better way to think about sales, says bestselling author Ram Charan, who is famous for clarifying and simplifying difficult business problems. What the customer wants you to know is how his or her business works, so you can help make it work better. It sounds simple, but there's a catch: you won't be able to do that with your traditional sales approach. Instead of starting with your product or service, start with your customer's problems. Focus on becoming your customer's trusted partner, someone he can turn to for creative, cost-effective solutions that are based on your deep knowledge of his values, goals, problems, and customers. This book defines a new approach to selling which Charan calls value creation selling-that while radical is nonetheless practical. VCS has been battle-tested in companies in a variety of industries, such as Unifi, Mead-Westvaco, and Thomson Financial. It will enable you to: • Gain a deeper knowledge of your customer's problems • Understand how your customer's company really makes decisions • Help your customer improve margins and drive revenue growth • Connect sales with other key functions such as finance and manufacturing • Come up with new customized offerings • Make price much less of an issue VCS gets you out of the hell of commoditization and low prices. It differentiates you from the competition, paving the way to better pricing, better margins, and higher revenue growth, built on win-win relationships that deepen over time. Someday, every company will listen more closely to the customer, and every manager will realize that sales is everyone?s business, not just the sales department?s. In the meantime, this eye-opening book will show you how to get started.
Author: Vineet Nayar
Publisher: Harvard Business Press
ISBN: 1422139069
Category : Corporate culture
Languages : en
Pages : 210
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Book Description
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
Author: Nick Mehta
Publisher: John Wiley & Sons
ISBN: 1119167965
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Author: Kevin J Thompson Mpa
Publisher:
ISBN: 9780996262705
Category :
Languages : en
Pages : 114
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Book Description
Does your organization deliver good customer service? Most organizations believe they do but in reality their customer service is transactional at best. The desire for your organization to stand out from the crowd, be recognized as a market leader and beat the competition can be achieved through transformational service culture change. "Everyone Is A CEO" combines the concepts of organizational leadership and service culture change in a framework where everyone develops unforgettable experiences for your customers. The combination of these concepts is revealed in the book's title where CEO stands for Customer Experience Originator. Are you interested in leveraging the uniqueness of your organization adopting the Customer Experience Originator strategies to create exceptional customer experiences?Kevin Thompson has more than 25 years experience in leadership and helping organizations transform their service cultures into unforgettable experiences for their customers. With a background in healthcare management and financial services, Kevin is uniquely positioned as a thought leader. He is inspiring and challenges organizational leadership and staff to alter their mindset and embrace a new paradigm. Kevin holds a Six Sigma Black Belt in Process Improvement, a Masters in Public Administration, and is a Distinguished Toastmaster, as well as Past Chapter President and member of the National Speakers Association Chapter Leadership Committee.Open the book and let Kevin take you through the steps of creating exceptional customer experiences.
