Creating A Customer Centered Culture
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Author | : Robin L. Lawton |
Publisher | : ASQ Quality Press |
Total Pages | : 0 |
Release | : 1993 |
Genre | : Consumer satisfaction |
ISBN | : 9780873891516 |
Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.
Author | : Michael D. Basch |
Publisher | : FT Press |
Total Pages | : 638 |
Release | : 2002 |
Genre | : Consumer satisfaction |
ISBN | : 0130353310 |
The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service.
Author | : Ivy F. Hooks |
Publisher | : Amacom Books |
Total Pages | : 314 |
Release | : 2001 |
Genre | : Business & Economics |
ISBN | : 9780814405680 |
This is a guide to eliminating the waste of time, money and effort resulting from poor product development. It provides product definition requirements needed at the start of any product development process.
Author | : Kevin Robson |
Publisher | : John Wiley & Sons |
Total Pages | : 236 |
Release | : 2012-11-12 |
Genre | : Business & Economics |
ISBN | : 1118457854 |
Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. 'Like' or '#Fail' have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total 'customer-centric' work cultures that develop lasting relationships with customers.
Author | : Peter Fader |
Publisher | : |
Total Pages | : 128 |
Release | : 2012 |
Genre | : Business planning |
ISBN | : |
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Author | : David E. Reed |
Publisher | : |
Total Pages | : 116 |
Release | : 2007-07 |
Genre | : Business & Economics |
ISBN | : 9780978813796 |
Author | : Michael T. Bosworth |
Publisher | : McGraw Hill Professional |
Total Pages | : 305 |
Release | : 2010-01-08 |
Genre | : Business & Economics |
ISBN | : 0071639845 |
The Web has changed the game for your customers—and, therefore, for you. Now, CustomerCentricSelling, already recognized as one of the premiermethodologies for managing the buyer-sellerrelationship, helps you level the playing field soyou can reach clients when they are ready to buyand create a superior customer experience. Your business and its people need to be“CustomerCentric”—willing and able to identifyand serve customers’ needs in a world wherecompetition waits just a mouse-click away.Traditional wisdom has long held that sellingmeans convincing and persuading buyers. Buttoday’s buyers no longer want or need to be soldin traditional ways. CustomerCentric Selling givesyou mastery of the crucial eight aspects ofcommunicating with today’s clients to achieveoptimal results: Having conversations instead ofmaking presentations Asking relevant questions insteadof offering opinions Focusing on solutions and notonly relationships Targeting businesspeople insteadof gravitating toward users Relating product usage instead ofrelying on features Competing to win—not just to stay busy Closing on the buyer’s timeline(instead of yours) Empowering buyers instead of tryingto “sell” them What’s more, CustomerCentric Selling teaches andreinforces key tactics that will make the most ofyour organization’s resources. Perhaps you feelyou don’t have the smartest internal systems inplace to ensure an ideal workflow. (Perhaps, asis all too common, you lack identifiable systemsalmost entirely.) From the basics—and beyond—ofstrategic budgeting and negotiation to assessingand developing the skills of your sales force, you’lllearn how to make sure that each step yourbusiness takes is the right one.
Author | : Rob Jolles |
Publisher | : Simon and Schuster |
Total Pages | : 386 |
Release | : 2009-09-15 |
Genre | : Business & Economics |
ISBN | : 143914463X |
Economics, finance, business and industry.
Author | : Robert Spector |
Publisher | : John Wiley & Sons |
Total Pages | : 231 |
Release | : 2017-10-03 |
Genre | : Business & Economics |
ISBN | : 1119375355 |
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Author | : Art Weinstein |
Publisher | : Routledge |
Total Pages | : 218 |
Release | : 2018-12-07 |
Genre | : Business & Economics |
ISBN | : 1351214322 |
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.