Anticipate
Knowing What Customers Need Before They Do
Much of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus? Anticipate provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary tools-such as the Customer F…
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Produktdetails
Weitere Autoren: Thomas, Bill
- ISBN: 978-1-118-42023-2
- EAN: 9781118420232
- Produktnummer: 16369957
- Verlag: Wiley
- Sprache: Englisch
- Erscheinungsjahr: 2012
- Seitenangabe: 224 S.
- Plattform: PDF
- Masse: 1'091 KB
Über den Autor
BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them. JEFF TOBE is a Certified Speaking Professional who was chosen as one of the top 15 speakers in North America by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.
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