Anticipate - Bill Thomas - Bog

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 Focus Maturity Model(R) and Value Chain Labs(R)--it explains, in detail, how to develop a customer/supplier relationship that helps both sides anticipate where they need to go. You'll learn: How to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results The three levels of implementation as defined by the Customer Focus Maturity Model(R) and specific techniques to move your organization further along within a given stage, and from one stage to the next How to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping How to define and deliver unique value at each customer/supplier touch point How to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain Anticipate shows you the way to partner with and walk alongside a customer to build an ideal experience together--and eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.