Anticipate Knowing What Customers Need Before They Do

by Thomas, Bill; Tobe, Jeff

• ISBN13: 9781118356913
• ISBN10: 1118356918
• Edition: 1st
• Format: Hardcover
• Copyright: 2012-11-06
• Publisher: Wiley

Summary

Design and implement the ideal customer experience Anticipate provides business readers-across industries-a practical how-to model for taking their customer experience to the next level. Much of the discussion on customer experience has centered on the hospitality or retail industries, analyzing customer experience at Disney, Starbucks, and Nordstrom. Anticipate focuses on how to deliver excellent service for manufacturing businesses, financial services organizations, non-profits, and more. Executives and entrepreneurs get proven guidance on how to move beyond satisfied customers to create customer enthusiasts, based on experience, to generate the highest return. Explains proprietary methods-such as the Customer Focus Maturity Model and the Value Chain Labs-teach readers how to develop a customer/supplier relationship that helps both sides anticipate where they need to go Authors Jeff Tobe and Bill Thomas have guided such companies as Kraft Foods, General Motors Corporation, AT&T, Marriott, and many more esteemed organizations in delivering the ideal customer experience Anticipate will guide you to partner with and walk alongside a customer to build an ideal experience together and enjoy the profits of partnership.

Author Biography

BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.

JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.

Table of Contents

Chapter 1. Strategy: Creating and Destroying Customer Value

Chapter 2. Doing the Right Things for the Wrong Reasons

Chapter 3. Not All Customers Are Good Customers

Chapter 4. When Customers Speak—Who hears Them?

Chapter 5. Input Is Vital—But Involvement Multiplies the Value

Chapter 6. It Takes Two

Chapter 7. Customer Focus is a Process—Not an Event

Chapter 8. Culture, The Soft Stuff is the Hard Stuff

Chapter 9. Managing Change, Performance & Talent

Chapter 10. Leveraging Your Culture and Value Chain

Index