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Book Categories |
CHAPTER 1 Strategy—Creating and Destroying Customer Value 1
CHAPTER 2 Doing the Right Things for the Wrong Reasons 17
CHAPTER 3 Not All Customers Are Good Customers 33
CHAPTER 4 When Customers Speak—Who Hears Them? 45
CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59
CHAPTER 6 It Takes Two to Be Engaged 77
CHAPTER 7 Customer Focus Is a Process—Not an Event 101
CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123
CHAPTER 9 Managing Change, Performance, and Talent 151
CHAPTER 10 Leveraging Your Culture and Value Chain 187
Index 209
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Add Anticipate: Knowing What Customers Need Before They Do, PRAISE FOR ANTICIPATE Anticipate is insightful, interesting, and relevant to all companies who focus on delivering an exemplary customer experience. This book debunks common myths and outlines a customer focus framework to deliver custom, Anticipate: Knowing What Customers Need Before They Do to the inventory that you are selling on WonderClubX
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Add Anticipate: Knowing What Customers Need Before They Do, PRAISE FOR ANTICIPATE Anticipate is insightful, interesting, and relevant to all companies who focus on delivering an exemplary customer experience. This book debunks common myths and outlines a customer focus framework to deliver custom, Anticipate: Knowing What Customers Need Before They Do to your collection on WonderClub |