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Author: James Dodkins
Publisher: Lulu.com
ISBN: 1326138537
Category :
Languages : en
Pages : 93
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Book Description
Author: James Dodkins
Publisher: Lulu.com
ISBN: 1326138537
Category :
Languages : en
Pages : 93
Get Book
Book Description
Author: James Dodkins
Publisher:
ISBN: 9781973303756
Category :
Languages : en
Pages : 90
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Book Description
"From the day we founded The Ritz-Carlton, our vision has been to be the very best at what we do. In order to achieve success it has been essential to have a solid foundation, a clear roadmap and solid processes for our people. In this book, James examines the importance of a solid foundation for any organization or individual. A story that provides true inspiration."Hervé Humler - President, The Ritz-Carlton Hotel CompanyDodkins exposes the customer centricity myths that are holding back the most well-meaning organizations. Important lessons for anyone involved in owning, running, or improving any business - any size, any level, and any industry.Shep Hyken, New York Times bestselling author of The Amazement Revolution"Thank you so much for writing this book! It skewers the dangerous myths that customer-centricity can be achieved through "lipstick on the pig" internal changes or minor tweaks to stock mega-consultant methodologies. It is the clearest and simplest statement I have yet seen espousing the true foundations of customer-centricity.A mentor of mine observed that the biggest threat to the success of innovative projects was the inability to let go of "cherished notions." The ideas in this book are stunning in their simplicity and compelling in their impact, but only for those readers willing to reconsider deeply held, though often unexamined, "cherished notions" about how business should be structured and guided. Some salient examples:Trying "to exceed customer expectations every time," far from being a formula for success, is, in fact, an oxymoron"Voice of the Customer" exercises are not only a waste of time, but, in fact, may be worse than doing nothing. That most companies today have become caught in the trap of defining the business they are in by what they do, not by what outcome they are there to achieve.Categorizing customers by market segment is counter-productive. We should instead categorize customers by need With rare exceptions, offering customer's options is a high-cost, failure prone admission that we don't truly understand their need.That transforming into a true customer-centric organization need NOT require a massive "change management" initiative... but rather, first and foremost, a change in mindset and measurement systems And, finally and most importantly, we must stop investing in the delusion that hierarchical organizational structures based on division of specialized labor is somehow an immutable natural law as opposed to a 200+ year old human-originated concept that has outlived its usefulness.This book also (thankfully!) challenges the assumption that business books have to be 400 pages long."Steve Melville - Director, Oracle"Who knew a book on customer centricity could elicit as many a-ha moments as it does laughter? Dodkins writes in an authentic, passionate and dedicated voice - quickly joining the ranks of other industry greats. What he has created here is an intriguing, at times even uncomfortable, and ultimately compelling case in the power of foundations, practices and outcomes of true customer centricity. Designed as a quick read, bring this book on your next flight or to the local coffee shop. When you lift your head from the final page, or even after a chapter in between, be prepared for the desire that will overtake you to reexamine the customer experience you are in and those that you are - or are not - creating at your organization."Erika Westbay - Managing Director, Organization by Design at The Nature Conservancy (www.nature.org)
Author: Denyse Drummond-Dunn
Publisher: C3centricity
ISBN: 9782970099819
Category :
Languages : en
Pages : 134
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Book Description
Customer centricity isn't just a goal or buzzword; it's a make-or-break necessity for succeeding in business today. In fifty short chapters (one for each week of the year), this book accompanies you on your journey to increased customer centricity. Its unique approach enables you to strategically turn your organisation into a customer-focused powerhouse, from the inside out. Winning Customer Centricity will show you how to: Integrate customers into your company's very DNA, from strategy to infrastructure Choose and connect with the right customers and build long-term relationships Reinvent your brand to ignite and maintain customer demand and loyalty ..... and a whole lot more. Whether you're starting a new company, seeking to turn around one that's underperforming, or working to build upon a solid foundation, Winning Customer Centricity will help you to put your customers where they belong-at the very heart of your business!
Author: Robert W. Palmatier
Publisher: Edward Elgar Publishing
ISBN: 1788113608
Category : Business & Economics
Languages : en
Pages : 384
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Book Description
Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.
Author: Peter Fader
Publisher: University of Pennsylvania Press
ISBN: 1613631448
Category : Business & Economics
Languages : en
Pages : 150
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Book Description
A powerful call to action, Wharton professor Peter Fader's book, Customer Centricity, upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else.
Author: Axel Uhl
Publisher: Routledge
ISBN: 1317150848
Category : Business & Economics
Languages : en
Pages : 272
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Book Description
The integration of technological innovations, such as In-Memory Analytics, Cloud Computing, Mobile Connectivity, and Social Media, with business practice can enable significant competitive advantage. In order to embrace recent challenges and changes in the governance of IT strategies, SAP and its think tank - the Business Transformation Academy (BTA) - have jointly developed the Digital Capability Framework (DCF). Digital Enterprise Transformation: A Business-Driven Approach to Leveraging Innovative IT by Axel Uhl and Lars Alexander Gollenia outlines the DCF which comprises six specific capabilities: Innovation Management, Transformation Management, IT Excellence, Customer Centricity, Effective Knowledge Worker, and Operational Excellence. In cooperation with the University of Applied Sciences and Arts Northwestern Switzerland, University of St. Gallen (Switzerland), Queensland University of Technology (Australia), University of Liechtenstein (Principality of Liechtenstein), and Karlsruhe Institute of Technology (Germany), SAP and the BTA have been validating each capability and the corresponding maturity models based on analyzing several ’lighthouse’ case studies comprising: SAMSUNG, IBM, Finanz Informatik, The Walt Disney Company, Google Inc., HILTI AG. Digital Enterprise Transformation presents how these companies take advantage of innovative IT and how they develop their digital capabilities. On top the authors also develop and present a range of novel yet hands-on Digital Use Cases for a number of different industries which have emerged from innovative technological trends such as: Big Data, Cloud Computing, 3D Printing and Internet of Things.
Author: Neil Richardson
Publisher: Kogan Page Publishers
ISBN: 0749472103
Category : Business & Economics
Languages : en
Pages : 256
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Book Description
Two of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in recognisably sustainable practices. It is not enough to just be sustainable, it is about communicating it and getting the customer involved in the message. Customer-Centric Marketing shows readers how sustainable development practices and digital marketing techniques work naturally together to add value, leading to improved customer satisfaction, better professional relationships and increased effectiveness. Ideal for senior marketing professionals and students on digital marketing or marketing strategy modules who wish to utilise the benefits of sustainable development and forms of digital marketing, this accessible and straight to-the-point book uses case studies to show how the marketing theories and tools work in actual business scenarios. Customer-Centric Marketing covers contemporary issues such as the increasing use of mobile, QR codes and social network sites for consumers interested in ethical, environmental and sustainable marketing.
Author: Peter Fader
Publisher: University of Pennsylvania Press
ISBN: 1613631839
Category : Business & Economics
Languages : en
Pages : 514
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Book Description
Available for the First Time—Three Books in One! The Customer Centricity Ebook Collection is a must-have for any business leader looking to understand and implement customer-centric strategies. This collection includes three essential books by renowned experts Peter Fader, Bruce Hardie, Michael Ross, and Sarah Toms, all of whom are leaders in the field of customer centricity. The collection includes three books in a single volume:Customer Centricity, by Peter FaderThe Customer Centricity Playbook, by Peter Fader and Sarah TomsThe Customer-Base Audit, by Peter Fader, Bruce Hardie, and Michael Ross The Customer Centricity Ebook Collection offers a comprehensive guide to understanding, implementing, and measuring the impact of customer-centric strategies.
Author: Kaufmann, Hans-Ruediger
Publisher: IGI Global
ISBN: 1466625252
Category : Business & Economics
Languages : en
Pages : 478
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Book Description
As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organizations financial and marketing performance.
Author: Ilenia Vidili
Publisher: The Smarter Crew
ISBN: 8894663892
Category : Business & Economics
Languages : en
Pages : 205
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Book Description
Managers and leaders know that customer centricity means providing positive customer experiences. But what if that’s not enough? In the current age, where Millennials and Generation Z are shaping the very fabric of society and business, to remain relevant, organisations must provide more than occasional good experiences. A narrow focus on short-termism, excessive tech automatisation and outdated product mentalities are a liability to customer centricity. We need businesses that are willing to radically change, embrace a long-term, customer-focussed perspective, and are able to create value for all stakeholders. In Journey to Centricity, Ilenia Vidili instils a customer-oriented vision from the C-suite beyond, to transform your day-to-day operations and culture through three pillars: Humanity. Make your brand more human by embracing a higher purpose, an empathic human touch and sustainable corporate responsibility. Technology. Apply the necessary tools as enablers to ease of use, hyper-personalisation and innovation to improve your customers’ lives. Culture. Invest effort in changing old-style mindsets that improve your culture and fortify your brand, to create a place where employees feel motivated, valued and appreciated. Drawing on B2C practical advice from Ilenia’s first-hand interviews with leaders of world-class organisations such as illycaffè, Enel, Polestar, Forrester and Bain & Co, this book lays out a customer-centric framework for thriving in the new era of stakeholder capitalism. Receive a powerful call to action to combat old paradigms, improve customer focus, create value for all stakeholders and contribute to a sustainable business world. There has never been a more critical time for change. Transform your mission into a journey to centricity.
