Thats Customer Focus |
| Name of book: | That's Customer Focus! |
| Author: | Ray Miller and Laura Miller |
| Author bio: | Ray has worked with a wide range of organizations in the development and implementation of customer focus and training solutions that get results. Laura Miller is a Human Resource Development specialist and Master Training Designer with over 20 years’ experience in research, design, instruction, and consulting. |
| Blurb: | This exceptional e-book shows you how to create a truly customer-focused organization and reap the financial gains associated with effective customer focus. It contains almost 200 pages of examples, illustrations, case studies, tools and more that work. |
| Price: | $21.20 |
| Book Website: | Get Ebook Now |
| Description: |
- "That's Customer Focus!" will enable you to develop and implement a comprehensive action plan for embedding customer focus throughout your entire organization, department or team. It explains how to use proven "customer focus" best practices so you can:
-Create long-term customer retention and loyalty
-Continually listen to the voice of the customer
-Create a long-term loyalty-based revenue stream
-Align your systems, people and processes with what your customers value
-Differentiate your organization through the delivery of exceptional service and attract new business
-Improve employee performance, retention and morale.
- You will find 200 pages containing:
-Real situational examples and case studies
-Actual stories which describe customer-focused excellence
-Detailed explanations and examples of how to implement each best practice
-Clear easy-to-follow, step-by-step instructions
-Reproducible assessment, planning, management and evaluation forms and tools.
- You will be able to:
-Establish a clear vision of what customer focus means in your unique organization
-Understand the financial advantages and consequences associated with implementing a customer focus strategy and build a business case for this strategy
-Understand the enormous impact of customer expectations on your business and be clear about what it takes to wow customers into becoming your biggest loyal fans
-Use the fully detailed techniques and approaches for listening to the voice of the customer and use this information to create value and customer loyalty
-Trace the flow of your customers through your organization so you can identify and implement leveraged changes which will have the greatest impact on your customers’ perceptions of your business
-Establish and reinforce customer-focused service values and standards throughout your organization
-Strengthen internal “service” cooperation and partnering in order to ensure that all you employees work towards ensuring every customer experience is a positive one
-Understand the leadership skills managers and supervisors must employ in order to in create and sustain a customer-focused environment
-Determine what training your staff will need in order to become customer-focused and how to do it
-Use service recovery (when things go wrong) pro-actively to create customer loyalty
-Determine what to measure in order to sustain a customer-focused environment
-Understand the impact your current systems, policies and procedures have on your employees’ ability to focus on the customer and determine what is required to align these to at the very least meet customer expectations
-Create and implement a customer focus strategy that works.
- Whether you are a business owner, executive, manager or supervisor, this book will help you to create or sharpen Customer Focus throughout your entire organization. Here's a list of chapters:
Chapter 1: Customer Focus 101
Chapter 2: What is a Customer-Focused Organization?
Chapter 3: Creating a Shared Vision and Service Values
Chapter 4: Service Comes From Within
Chapter 5: Customer-Focused Leadership
Chapter 6: Know Your Customers
Chapter 7: Know Your Competition
Chapter 8: Learning From Your Customers
Chapter 9: Training and Selection
Chapter 10: Service Standards
Chapter 11: Pro-Active and Effective Recovery
Chapter 12: Reward and Recognition
Chapter 13: Measuring Operational and Service Quality
Chapter 14: Conclusion and Critical Action Items Checklist.
- Price: $21.20 - Get Ebook Now
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Thats Customer Focus
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