Thats Customer Focus |
| Name of book: | That's Customer Focus!: The Overworked and Under-appreciated Manager's Guide to Creating a Custome |
| Author: | F. Ray Miller and Laura E. Miller |
| Author bio: | Ray has worked in the development and implementation of customer focus and leadership training solutions that get results. He has headed the Sales and Service training group for one of Canada’s largest Banks. Laura 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!: The Overworked and Under-appreciated Manager's Guide to Creating a Customer-Focused Organization" provides you with all the essential information, examples and tools you will need to transform your organization into one which is truly Customer-Focused. It will enable you to develop and implement a comprehensive action plan for embedding customer focus throughout your entire organization, department or team.
- 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
All of this is accomplished through the use of stories, case studies, real world examples, detailed straight-forward explanations, application exercises, job aids, worksheets, planning tools and more.
- Here's what embedding customer focus can do for you:
-Build long-term revenue
-Win customer trust and forge long-term relationships
-Keep their customers when times are tough
-Attract new customers
-Differentiate themselves from their competition
-Bring out the best in their employees
-Maximize operational performance
-Reduce operating expenses by eliminating the cost of poor service
-Create a competitive advantage.
- The practical strategies and detailed instructions in this book can help you to achieve these essential performance improvements. You will be able to create and implement a customer focus strategy that gets the results you want and need. 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.
- Price: $21.20 - Get Ebook Now
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Thats Customer Focus
Price: $21.20
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