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Anticipate : Knowing What Customers Need Before They Do.
Design and implement the ideal customer focus 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 hospital...
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
Wiley,
2012.
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Anticipate: Knowing What Customers Need Before They Do; Copyright; Contents; Chapter 1: Strategy-Creating and Destroying Customer Value; Assessing Your Strategy's Potential for Success; Debunking Some Key Myths; Myth #1: A Strategy Must Inspire Your People; Myth #2: Not All Strategies Produce Change; Myth #3: Strategies Must Be Achievable; Myth #4: Strategy Defines a Desired State or Vision; Customer Focus-One Part Plan, One Part Roadmap; Chapter 2: Doing the Right Things for the Wrong Reasons; Addressing the Priority Predicament; Differentiating Customer Behavior, Satisfaction, and Loyalty.
- Don't Measure What You Can-Measure What MattersChapter 3: Not All Customers Are Good Customers; Customer Segmentation Is Vital; Loyalty Generates Mutual Profitability; Mutual Profitability Starts the Customer Focus Journey; Chapter 4: When Customers Speak-Who Hears Them?; Level I-Voice of the Customer (VOC); Advantages and Limitations of VOC; Chapter 5: Input Is Vital-But Involvement Multiplies the Value; Differentiation-One Touch Point at a Time; Teaming Turns Feedback into Dialogue; Chapter 6: It Takes Two to Be Engaged; Customer Focus Cannot Be a Department or Title.
- Expect Everyone to Play a RoleCreate Roles for Everyone to Play; Maintaining Awareness of Expectations and Opportunities; Sample Customer Experience Readiness Survey; Chapter 7: Customer Focus Is a Process-Not an Event; Value Chain and Business Modeling; Mapping Customer Focus Pivot Points; Mapping Customer Experience Touch Points; Value Chain Labs®-the Ultimate Dialogue; Chapter 8: Culture-The Soft Stuff Is the Hard Stuff; Key Element 1: Develop a Value Creation Mindset; Key Element 2: Ask, Act, and Align Everything You Do; Asking Questions Is an Obligation; Acting on What You Learn.
- Build Alignment Across Your CompanyChapter 9: Managing Change, Performance, and Talent; Key Element 3: Apply An Effective Internal Management System; Key Change Management Practices; Key Performance Management Practices; Financial Consequences; Nonfinancial Consequences; Negative Consequences; Key Talent Management Practices; Chapter 10: Leveraging Your Culture and Value Chain; Leverage Existing Loyalty; Helping Your Customers Extend Their Loyalty; Helping Your Employees Extend Their Loyalty; Increase Level II Teaming; Applying Your Skills and Techniques to More Customers.
- Applying Your Skills and Techniques InternallyElevate Teaming to Partnering; Partnering Generates Mutual Success; But Customers Don't Want "Partners"!; Extend Level III Efforts Across the Value Chain; To Summarize . . .; Index.