Author: Richard C. Whiteley Publisher: Addison-Wesley Longman ISBN: Category : Business & Economics Languages : en Pages : 328
Book Description
Customer satisfaction is now the buzz word on every executive's lips. This book, based on the Forum Corporation's in-depth research, provides any manager with a proven, step-by-step program for investigating, promoting, measuring, and rewarding the product and service excellence that leads to true customer loyalty. With both leadership techniques and problem-solving tools, this is the most practical book ever written on giving the customer what the customer wants.
Author: Joe Heapy Publisher: Kogan Page Publishers ISBN: 0749483024 Category : Business & Economics Languages : en Pages : 217
Book Description
Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
Author: Travis Lowdermilk Publisher: O'Reilly Media ISBN: 1492058688 Category : Business & Economics Languages : en Pages : 211
Book Description
If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
Author: Thomas F. Wallace Publisher: Oliver Wight Limited Publications ISBN: Category : Business & Economics Languages : en Pages : 318
Book Description
Customer Driven Strategy Thomas F. Wallace Strategic Planning, in many companies, consists of annual treks to resorts for two days of planning and one day of golf. These strategy "retreats" often produce impressive, bound plans, which tend to collect dust on the bookshelves of managers throughout the company. The net impact on the business is obviously nil. Despite this annual performance gap, developing a dynamic operating strategy is essential to the survival and success of every enterprise. It's also critical for companies to develop a viable strategy by creating customer-driven plans, focused on consistently delivering value to the customer in every aspect of a company's operation. Customer-Driven Strategy takes you beyond the traditional approaches to planning and strategy implementation. It brings the reality of delivering value to your customers into the essential aspects of your business. It helps you to create, implement, and manage a flexible, dynamic plan that's committed to your customer. Tom Wallace shows how to develop this customer-driven perspective by implementing a holistic, fully integrated strategic approach in the following areas: Initiating a customer-driven planning process Leveraging continuous-improvement initiatives Developing innovative approaches in high performance work teams Creating a learning environment that fosters constant innovation Maximizing the market impact of new products Using planning and control systems to their greatest potential Sustaining new partnerships with suppliers for competitive advantage Developing accurate, effective performance measures Implementing customer-driven strategies for the maximum benefit of the business-and your customers Packed with practical advice and guidelines, Customer-Driven Strategy gives you the proven tools and techniques to realize significant improvements in your company's operations-today. In addition, you can learn how Hewlett Packard, Steelcase, Tellabs, and other companies dramatically improved their performance through customer-focused strategic planning.
Author: Peter Fader Publisher: University of Pennsylvania Press ISBN: 1613631413 Category : Business & Economics Languages : en Pages : 136
Book Description
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Author: Suman Sarkar Publisher: Berrett-Koehler Publishers ISBN: 1523099763 Category : Business & Economics Languages : en Pages : 193
Book Description
Businesses worry about new technologies, but customers are the ultimate disruptors—Suman Sarkar offers bold strategies for making sure you understand your customers and keep up with their ever-changing needs. Disruption—the brutal roiling of markets, the decline of long-established brands and products, and the rise of new upstarts—drives business failure and success. Most people think technology causes disruption, but technology merely enables it. Changing customer needs cause disruptions, and too many businesses get caught unaware. Suman Sarkar offers proven strategies that will enable any business to stay radically close to its customers and address their evolving needs. He argues that businesses need to focus on existing customers first—research shows they're likely to spend more and are more profitable than new customers. Personalization is becoming important for the newer generations in both developed and developing markets, so Sarkar describes approaches to make them cost-effective. In our era of instant gratification, customers want what they want now—Sarkar explains how you can develop and deliver products and services faster than ever. And since a few bad Yelp reviews, social media posts, or angry tweets from customers can ruin you, Sarkar shows how to proactively make sure the quality of your products and services stays better than that of your competitors. The key to survival in this era of changing customer needs is to focus on and address them quickly so customers don't switch to the competition. Drawing on his experiences with leading companies worldwide, Sarkar offers five strategies and techniques that will keep you ahead of the curve.
Author: Russell Glass Publisher: John Wiley & Sons ISBN: 1118889800 Category : Business & Economics Languages : en Pages : 228
Book Description
Get the expert perspective and practical advice on big data The Big Data-Driven Business: How to Use Big Data to Win Customers, Beat Competitors, and Boost Profits makes the case that big data is for real, and more than just big hype. The book uses real-life examples—from Nate Silver to Copernicus, and Apple to Blackberry—to demonstrate how the winners of the future will use big data to seek the truth. Written by a marketing journalist and the CEO of a multi-million-dollar B2B marketing platform that reaches more than 90% of the U.S. business population, this book is a comprehensive and accessible guide on how to win customers, beat competitors, and boost the bottom line with big data. The marketplace has entered an era where the customer holds all the cards. With unprecedented choice in both the consumer world and the B2B world, it's imperative that businesses gain a greater understanding of their customers and prospects. Big data is the key to this insight, because it provides a comprehensive view of a company's customers—who they are, and who they may be tomorrow. The Big Data-Driven Business is a complete guide to the future of business as seen through the lens of big data, with expert advice on real-world applications. Learn what big data is, and how it will transform the enterprise Explore why major corporations are betting their companies on marketing technology Read case studies of big data winners and losers Discover how to change privacy and security, and remodel marketing Better information allows for better decisions, better targeting, and better reach. Big data has become an indispensable tool for the most effective marketers in the business, and it's becoming less of a competitive advantage and more like an industry standard. Remaining relevant as the marketplace evolves requires a full understanding and application of big data, and The Big Data-Driven Business provides the practical guidance businesses need.
Author: Peter Fader Publisher: ISBN: Category : Business planning Languages : en Pages : 128
Book Description
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: Travis Lowdermilk Publisher: "O'Reilly Media, Inc." ISBN: 1491981229 Category : Business & Economics Languages : en Pages : 254
Book Description
Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop
Author: Richard C. Whiteley
Author: Joe Heapy
Author: Travis Lowdermilk
Author: Richard C. Whiteley
Author: Thomas F. Wallace
Author: Peter Fader
Author: Suman Sarkar
Author: Russell Glass
Author: Peter Fader
Author: Travis Lowdermilk