Download or read book Anticipate written by Bill Thomas and published by John Wiley & Sons. This book was released on 2012-10-16 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty – and the profitability that comes with it. Explains proprietary methods—such as the Customer Focus Maturity Model ® and Value Chain Labs ® —that teach readers the steps and tools organizations use to create, drive and optimize their customer focus. Authors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500’s, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain. Anticipate will provide you with field-proven steps, tools and examples that you’ll use to take your customer-focused strategy, execution and culture to the ideal level.

Download or read book Best Practices written by Robert Hiebeler and published by . This book was released on 1999 with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt: For the past five years, Arthur Andersen has been gathering, sorting, and condensing data from the world-class companies it works with to compile its Global Best Practices Database. Now, for the first time, Arthur Andersen shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike other books based merely on limited anecdotal experience, BEST PRACTICES is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. With information being the most valuable commodity in business this is both comprehensive and cutting edge - it is without peer as an information resource.

Download or read book Improving Business Reporting A Customer Focus The Jenkins Report written by and published by . This book was released on with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Printbegrænsninger: Der kan printes kapitelvis.

Download or read book Customer Knowledge Management written by Soumit Sain and published by Springer. This book was released on 2014-06-30 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer focus is the most important challenge of the future. Providing good customer service depends on how well companies know their customers and clearly identify their needs. Availability of customer knowledge, which is knowledge from, for and about the customer, thus becomes crucial in offering customized products or services. This can be gained most efficiently from direct interaction with customers, but requires the use of interpersonal and organizational soft skills. This book presents the interrelationship between customer knowledge management, customer focus and soft skills and also provides concrete advice on how the management of customer knowledge can be optimized.

Download or read book Performance Based Reporting written by Hans V.A. Johnsson and published by Wiley. This book was released on 2005-10-10 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: The successfully proven alternative system for relevant business reporting through performance management Performance-Based Reporting shows businesses how traditional accounting fails to provide meaningful measures for performance and presents radically innovative and thoroughly tested methods for performance-oriented management, assessment, and reporting. Twenty-five years in the making, this helpful book also presents The Baseline Approach to management, assessment, and reporting-composed of eighty-percent accounting-free methods. Performance-Based Reporting presents the culmination of intense experiments involving more than 1,500 businesses and over 4,000 executives. It definitively proves the need for new tools for realistic business planning and management in an unpredictable world. These tools already exist, and this helpful guide walks readers through the process of implementing them to help firms improve their ability to predict the direction they should take in the future.

Download or read book Customer Focus 42 Success Secrets 42 Most Asked Questions on Customer Focus What You Need to Know written by Jose Head and published by Emereo Publishing. This book was released on 2014-10-11 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: An excellent Guide of Customer Focus. There has never been a Customer Focus Guide like this. It contains 42 answers, much more than you can imagine; comprehensive answers and extensive details and references, with insights that have never before been offered in print. Get the information you need--fast! This all-embracing guide offers a thorough view of key knowledge and detailed insight. This Guide introduces what you want to know about Customer Focus. A quick look inside of some of the subjects covered: Process improvement - Key considerations, Fast fashion, ISIS Papyrus - ISIS Papyrus Business Concepts, Corporate strategy - Change in focus from production to marketing, Allied Irish Banks - Estonia, Latvia, and Lithuania, Redundancy (total quality management) - Malcolm Baldrige National Quality Award criteria, ISO 9001:2000 - Numbering, Quick Response Manufacturing - Background, Administrative Assistant - Employer expectations, Arun Sarin - Vodafone: 1999 - 2008, Supply chain manager - Origin of the Term and Definitions, Marketing campaign - Customer orientation, ISO 9000 - Numbering, Total quality management - Malcolm Baldrige National Quality Award criteria, Quality improvement - Customer focus, Supply chain management - Origin of the term and definitions, Organizational culture - O'Reilly, Chatman, and Caldwell, Esalen Institute - Management, Outline of marketing - Overview, Marketing Customer orientation, Quality management - Customer focus, AXA - AXA Sun Life, Community marketing - Benefits, Competitor analysis - Competitor array, Air Force Institute of Technology - Overview, Non-price competition, Business excellence, List of marketing topics - Overview, Stephen G. Haines - Publications, Hong Kong Applied Science and Technology Research Institute - Operating Focus, Supply-chain management - Origin of the Term and Definitions, and much more...

Download or read book Improving Your Measurement of Customer Satisfaction written by Terry G. Vavra and published by Quality Press. This book was released on 2001-09-25 with total page 509 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since more and more attention is being focused on customer value management, it's important to have a resource that synthesizes many bodies of research about how to obtain and interpret customer satisfaction data. It also provides the rationale, identifies opportunities, and suggests specific programs to improve the measurement of customer satisfaction in your organization.!--nl--Serving as a single reference for customer satisfaction measurement technology, this book describes and teaches the five critical skills that should be part of each of your projects. *Sampling/customer-participant selection Questionnaire design *Interviewing/survey administration *Data analysis *Quality function deployment-building action plans This book is an ideal follow-up and companion to the book by Bob E. Hayes, Measuring Customer Satisfaction. Contents: The Philosophy of Customer Satisfaction, Gaining Access to Customers, Identifying Key Measurement Issues, Designing the Questionnaire, Collecting Satisfaction Data, The Data Cube-A New Way to Look at CSM Data Analysis, Basic Tools of CSM Analysis, Reporting Basics-A Graphical Approach, Monitoring Changes in Importance, How to Achieve "Buy-In" of Results Globalizing Satisfaction Measurement

Download or read book Customer Focus written by Sorin Dumitrascu and published by . This book was released on 2023 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Customer Focus: A Practical Guide by Sorin Dumitrascu is a must-read for companies seeking to improve their customer service and increase customer satisfaction. The book emphasizes the importance of listening and responding to customers' needs and expectations. It provides a step-by-step approach to achieving customer focus, and highlights five main methods to gather feedback from customers: observation, focus groups, surveys, salespeople, and social networking."--Amazon.

Download or read book Building the Customer Centric Enterprise written by Claudia Imhoff and published by Wiley. This book was released on 2001-02-19 with total page 516 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategies for leveraging information technologies to improve customer relationships With E-business comes the opportunity for companies to really get to know their customers--who they are and their buying patterns. Business managers need an integrated strategy that supports customers from the moment they enter the front door--or Web site--right through to fulfillment, support, and promotion of new products and services. Along the way, IT managers need an integrated set of technologies--from Web sites to databases and data mining tools--to make all of this work. This book shows both IT and business managers how to match business strategies to the technologies needed to make them work. Claudia Imhoff helped pioneer this set of technologies, called the Corporate Information Factory (CIF). She and her coauthors take readers step-by-step through the process of using the CIF for creating a customer-focused enterprise in which the end results are increased market share and improved customer satisfaction and retention. They show how the CIF can be used to ensure accuracy, identify customer needs, tailor promotions, and more.

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.

Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-12-28 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Download or read book Improving Customer Satisfaction Loyalty and Profit written by Michael David Johnson and published by Jossey-Bass. This book was released on 2000-08 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Book in the University of Michigan Business School Series It's a simple equation: no customers equals no profits. So how can a company ensure that its customers enjoy a consistently satisfying experience? In this book, two experts from the University of Michigan Business School lay out a five-stage process that links all of the key measures of customer satisfaction with marketing strategy and product development to guarantee excellent customer service. Johnson and Gustafsson show managers how to break down the organizational barriers that defy great customer service and instead tie together their customer value chain to create a cohesive customer measurement and management system. So, if like most companies, yours has only a fleeting understanding of its relationship with its customers, this book offers the organizational know-how to make and keep them happy.

Download or read book Quality Service Management written by John Maleyeff and published by Routledge. This book was released on 2022-05-05 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.

Download or read book Breaking Through written by S. Vandermerwe and published by Palgrave Macmillan. This book was released on 2004-06-04 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book the author brings together distinctive and cutting edge work based upon her own research and work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new and dynamic model to implement customer focus in enterprizes. In an environment of falling margins the model shows how to increase value to customers and improve business results.

Download or read book Breaking Through written by S. Vandermerwe and published by Palgrave Macmillan. This book was released on 2015-10-14 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book the author brings together distinctive and cutting edge work based upon her own research and work with leading companies in the overlapping areas of strategy, marketing and innovation to provide a new and dynamic model to implement customer focus in enterprizes. In an environment of falling margins the model shows how to increase value to customers and improve business results.

Download or read book Customer Service written by Elaine K. Harris and published by Pearson Educacion. This book was released on 2013 with total page 175 pages. Available in PDF, EPUB and Kindle. Book excerpt: The market-leader, Customer Service: A Practical Approach, Sixth Edition, goes beyond providing reasons why customer service is important to defining proven methods for creating customer service excellence. Using a hands-on approach, it covers a wide range of knowledge and skills and offers an extensive collection of activities to enliven and invigorate any lecture. This edition features a revised chapter on technology, new Ethics in Action exercises and coverage of the latest trends in the customer service field. Focusing on problem solving, communication strategies and technology, this classic text pinpoints the skills needed to improve and sustain customer satisfaction and business relationships. For undergraduate courses in Customer Service, Training and Development, and Service Marketing; also as a supplement for a course in Marketing Principles

Download or read book Corporate Reporting written by Kevin Christopher Carduff and published by Emerald Group Publishing. This book was released on 2022-10-28 with total page 123 pages. Available in PDF, EPUB and Kindle. Book excerpt: Volume 26 of Studies in the Development of Accounting Thought was written by the late Professor Kevin Christopher Carduff, who taught at several institutions including Case Western Reserve University and the College of Charleston.