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Much of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus?
Anticipate provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary toolssuch as the Customer Focus Maturity Model® and Value Chain Labs®it explains, in detail, how to develop a customer/supplier relationship that helps both sides anticipate where they need to go. You'll learn:
Anticipate shows you the way to partner with and walk alongside a customer to build an ideal experience togetherand eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.
PRAISE FOR ANTICIPATE
"Anticipate is insightful, interesting, and relevant toall companies who focus on delivering an exemplary customerexperience. This book debunks common myths and outlines a customerfocus framework to deliver customer value at every touch point. Ifyou strive for a customer-centric focus within your company, you'llgarner great insight from Anticipate."
KAY PHELPS, Senior Manager, Product Marketing, Avaya,Inc.
"Anticipate is a blueprint for success for any business!We wouldn't exist without our customers and this book delivers athree-step process to becoming even more customer-centric."
DAWN WELLHAUSEN, Director, Global Marketing Programs,Aspect Software, Inc.
"We are a family-run business and our focus has always been oncustomer service. Reading this book made us re-evaluate ourpolicies and procedures. Anticipate's Ten-Point CustomerFocus Framework is our new benchmark to ensure that our emphasis ison the customer experience, not just on service."
STACEY ISON, President, Toronto Honda