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.
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Strategic planning.
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Customer relations.
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Strategic planning.
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Customer relations. (OCoLC)fst00885533
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Strategic planning. (OCoLC)fst01134371
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Beziehungsmarketing (DE-601)091354323 (DE-STW)19133-0
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Strategisches Management (DE-601)091393116 (DE-STW)18029-0
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Added Author |
Tobe, Jeff.
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ISBN |
9781118356913 (cloth ; alk. paper) |
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1118356918 (cloth ; alk. paper) |
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