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Author Thomas, Bill, 1955-

Title Anticipate : know what your customers need before they do / Bill Thomas & Jeff Tobe.

Imprint Hoboken, N.J. : John Wiley & Sons, ©2013.

Copies

Location Call No. Status
 Farmington, Main Library - Adult Department  658.834 THO    Check Shelf
Description v, 218 pages : illustrations ; 24 cm
Bibliography Includes bibliographical references and index.
Contents Strategy: creating and destroying customer value -- Doing the right things for the wrong reasons -- Not all customers are good customers -- When customers speak who hears them? -- Input is vital but involvement multiplies the value -- It takes two to be engaged -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance and talent -- Leveraging your culture and value chain.
Summary 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. --Publisher description.
Subject Customer relations.
Strategic planning.
Customer relations.
Strategic planning.
Customer relations. (OCoLC)fst00885533
Strategic planning. (OCoLC)fst01134371
Beziehungsmarketing (DE-601)091354323 (DE-STW)19133-0
Strategisches Management (DE-601)091393116 (DE-STW)18029-0
Added Author Tobe, Jeff.
ISBN 9781118356913 (cloth ; alk. paper)
1118356918 (cloth ; alk. paper)
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