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Author: Doug Leather
Publisher: Porcupine Press Trading Under Dgr Writing & Resear
ISBN: 9780620558341
Category : Business & Economics
Languages : en
Pages : 310
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Book Description
Book Description: Our world is undergoing rapid transformation. In this tide of change and upheaval, customers are stepping into their power and making demands the likes of which have never been seen before. Building sustainable competitive advantage and leading a superior 21st century organisation requires a new approach - placing your customer at the heart of everything you do, implementing a customer-centric business model and boldly leading your organisation through the transformational journey required. Using the REAP Customer-Centric Organisation Blueprint(r) as an architecture, this book explores all the interconnected components of a truly customer-centric business model and how you can apply its principles practically and with tangibly significant business results. It will support you to strategize, plan and operationalise the future in order to create, deliver and capture value, whilst delivering sustainable, superior business performance. About the Author: Doug Leather, CEO of REAP Consulting (Pty) Ltd, is a Wharton Business School Alumnus who has a diverse and varied background, including engineering and commercial. He is a leading expert in Customer Management working globally with large blue-chip organisations, and is best described as a Customer Management Evangelist, Activist and Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think, and work differently together to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring strategy and programmes for the 21st Century Organisatio
Author: Doug Leather
Publisher: Porcupine Press Trading Under Dgr Writing & Resear
ISBN: 9780620558341
Category : Business & Economics
Languages : en
Pages : 310
Get Book
Book Description
Book Description: Our world is undergoing rapid transformation. In this tide of change and upheaval, customers are stepping into their power and making demands the likes of which have never been seen before. Building sustainable competitive advantage and leading a superior 21st century organisation requires a new approach - placing your customer at the heart of everything you do, implementing a customer-centric business model and boldly leading your organisation through the transformational journey required. Using the REAP Customer-Centric Organisation Blueprint(r) as an architecture, this book explores all the interconnected components of a truly customer-centric business model and how you can apply its principles practically and with tangibly significant business results. It will support you to strategize, plan and operationalise the future in order to create, deliver and capture value, whilst delivering sustainable, superior business performance. About the Author: Doug Leather, CEO of REAP Consulting (Pty) Ltd, is a Wharton Business School Alumnus who has a diverse and varied background, including engineering and commercial. He is a leading expert in Customer Management working globally with large blue-chip organisations, and is best described as a Customer Management Evangelist, Activist and Futurologist as a result of his intense passion, broad multi-industry and multi-country insights into customer management capability understanding, best practice application, customer experience, business models and business performance improvement. The primary focus of his client work today is in helping people in businesses think, and work differently together to understand the importance of customer asset management, assessing the maturity of customer management capability and then conceiving, planning, developing/repairing, driving and measuring strategy and programmes for the 21st Century Organisatio
Author: Alkhatani Saad Zafer
Publisher: IAP
ISBN: 162396914X
Category : Business & Economics
Languages : en
Pages : 117
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Book Description
This book offers a breakthrough formula for creating a sustainable customer centric organization, which forms the key to enduring business success. This new blueprint entails a systematic and integrated journey towards customer centricity. In this book, Dr. Zafer has provided a sorely needed guidebook for executives to become a successful customer centric company. He shows us how companies can deliver a superior customer experience that result in trusted customer relations that can boost profitability. This is the book you should read if you want to deliver a superior customer experience in a sustainable way.
Author: Dr. Janne Ohtonen
Publisher: AuthorHouse
ISBN: 1524653667
Category : Education
Languages : en
Pages : 456
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Book Description
Boost Revenues with Top-Notch Customer Experience! Get the digital version of this book for FREE when you purchase a paperback copy! Do you know the value of exceptional customer experience? Do you want to optimize your customer experience blueprint? Would you like to streamline your operations with customer journey mapping? When you read Dr. Janne Ohtonens The 5-Star Customer Experience, youll discover the three secrets of providing a phenomenal customer experience. This fascinating guidebook helps you understand your current level of experience and what you can do to improve and excel! Secret 1: Create a Customer Experience Blueprint Develop a Customer Experience Strategy that boosts revenue, profit, and customer satisfaction. Secret 2: Map Your Customers Journey Learn how people interact with your business, weed out frustrations and time-sinks, and increase cost efficiency. Secret 3: Experience Stunning Results Take your strategy and plans into action and see your revenues grow, cost base decrease and customers smiling! With your purchase of this book, youll also get FREE digital downloads of the authors other two books! Inside The 5-Star Customer Experience, youll discover: Why innovative and constantly improving customer experience creates sustainable revenue growth A practical way for creating a customer experience blueprint that wows the customers and brings in the profit for the business How to use customer journey mapping tools, including step-by-step guides and examples with illustrations to optimize cost efficiency "If you want to ensure long-term business success, then you will find Dr. Ohtonen's book invaluable--a must-read blueprint for putting the customer at the heart of your organization" (Marcos Moret, Managing Director). "An awesome read. You will find yourself inspired to approach the challenge of becoming more customer-centric in a structured and methodical way" (Anthony Pearmain, Customer Experience Consultant). "I realized how important it is that the whole company works together to achieve more customer centric approach. This is not a book to be read just by the business owners or decision makers; it is a useful book to be read by people at all organizational levels in all industries" (Jenna Heinonen, MBA). Do the right thing for your business, your customers, and the world Dr. Ohtonen donates part of the proceeds from every book sold to charity! This essential business guide includes practical, how-to steps for optimizing your customer service. Youll discover a wide variety of real-world case studies so you can benefit from the hard lessons experienced by other companies. By understanding, designing, and improving your customers experiences, you can see dramatic growth in your sales and revenues! Dont let your competition get an edge on you Order your copy of The 5-Star Customer Experience TODAY! Its quick and easy Just scroll up and click the BUY NOW WITH ONE CLICK button on the right-hand side of the screen.
Author: Aldo Cundari
Publisher: John Wiley & Sons
ISBN: 1119092892
Category : Business & Economics
Languages : en
Pages : 176
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Book Description
The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
Author: David G. Thomson
Publisher: John Wiley & Sons
ISBN: 1118040643
Category : Business & Economics
Languages : en
Pages : 288
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Book Description
Praise for BLUEPRINT TO A BILLION "A wonderful, well thought out analysis of entrepreneurship and leadership of a growth company." —Howard Lester, Chairman, Williams-Sonoma, Inc. "If you dream about growing your business to a billion, this is a fascinating down-to-earth study that you must read. Apply the seven essential principles to your business and you are off and running. Learn about strategy, growth, leadership, team building, and a whole lot more." —Joe Scarlett, Chairman of the Board, Tractor Supply Company "Blueprint to a Billion is a well-researched and thoughtfully written book that quantifies the growth pattern of America's highest growth companies." —Professor John Quelch, Senior Associate Dean, Harvard Business School "Eighty percent of the top-performing stocks in the last twenty years were small entrepreneurial companies that had an IPO in the prior eight years. Blueprint to a Billion tells you the seven key things these innovators did in common to become America's greatest growth companies." —William J. O'Neil, Chairman and Founder Investor's Business Daily, www.investors.com "Thomson has written a masterful work that will catalyze, empower, inspire, motivate, and illuminate entrepreneurs, investors, and policymakers. The world needs this book and will profit from it in manifold ways." —David M. Darst, Managing Director, Individual Investor Group Chief Investment Strategist, Morgan Stanley
Author: B. A. Marbue Brown
Publisher: Xulon Press
ISBN: 9781662858505
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Customer Obsession is the secret sauce that has fueled the success of some of the world's most beloved and successful brands, including Amazon.com, Apple, Costco, Trader Joe's, and Zappos. The phrase was popularized by Amazon.com to describe the extreme approach to prioritizing customers that has established the company as a model of customer experience excellence to be emulated. That obsessive emphasis on prioritizing customers is also credited as a key factor in Amazon's rise to become one of the most dominant companies across the globe. Other companies like Costco, Trader Joe's, and Zappos that are legendary for their customer experience excellence have a similarly extreme approach to prioritizing customers even though they didn't initially refer to themselves as Customer Obsessed. They're also known for industry leading business results. Yet very few companies have achieved the level of customer experience excellence that earns them the right to be called Customer Obsessed. This book, Blueprint for Customer Obsession, lays out the eight habits and practices that distinguish Customer Obsessed companies from their "Customer Focused" or "Customer Centric" peers and makes the secret sauce of Customer Obsession accessible to business leaders worldwide. Blueprint for Customer Obsession demonstrates with concrete examples that Customer Obsession is not just a slogan, a catchphrase, or a rallying cry. It is a handbook for any leader that wants to engineer a Customer Obsession transformation in their company or business unit. Marbue Brown is an accomplished customer experience executive with a track record of thought leadership and signature business results at some of the most iconic companies on the planet, including JP Morgan Chase, Amazon.com, Microsoft Corporation, and Cisco Systems. As a CX leader, he guided the Chase Consumer Bank to record performance in the JD Power Retail Banking Study, NPS and branch satisfaction. He transformed the Andon Cord mechanism at Amazon.com from a primarily manually activated system to a primarily automated system, triggered by machine learning and statistical models. The Andon Cord is one of the most significant programs Amazon.com uses to personify its Customer Obsession culture. Marbue devised and codified the NSAT Improvement Approach at Microsoft, which business units and subsidiaries used to dramatically improve CX. He co-authored landmark articles about customer experience measurements that are widely cited in industry. He is a sought-after speaker and published author on customer experience, business strategy and economic policy.
Author: Peter Fader
Publisher: University of Pennsylvania Press
ISBN: 1613630913
Category : Business & Economics
Languages : en
Pages : 137
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Book Description
2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR's Marketplace, and a Google Talk, The Customer Centricity Playbook offers "actionable insights to drive immediate value," according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. In The Customer Centricity Playbook, Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. "A must-read."—Aimee Johnson, Chief Marketing Officer, Zillow "The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction."—Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0 "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders."—Susan Johnson, Chief Marketing Officer, SunTrust Banks
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: Aldo Cundari
Publisher: John Wiley & Sons
ISBN: 1119102618
Category : Business & Economics
Languages : en
Pages : 176
Get Book
Book Description
The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
Author: Jagdish N. Sheth
Publisher: Springer Nature
ISBN: 303137097X
Category : Business & Economics
Languages : en
Pages : 308
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Book Description
This book explores how customer service can become the singular competitive differentiator for organizations in the digital era. Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts. The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
