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Beyond the Familiar: Long-Term Growth through Customer Focus and Innovation Hardcover – April 11, 2011

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Beyond the Familiar: Long-Term Growth through Customer Focus and Innovation + Simply Better: Winning and Keeping Customers by Delivering What Matters Most
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Editorial Reviews


'Beyond the Familiar lives up to its promise, rewards readers' trust and re-inforces Simply Better's straightforward lessons' (FT, March 2011). '...very much a practical guide...sets out methods of achieving the Holy Grail of consistent growth.' (Business Life, May 2011). ' Beyond the Familiar is a prescription for cautious, step-by-step change, not blue sky thinking.' (, May 2011). 'This is a very short, very good book on how to grow a business, which every CEO or aspiring CEO should read' Robin Fairlie of the Institute of Direct and Digital Marketing

From the Back Cover

Beyond the Familiar offers a practical framework to help companies achieve long-term organic profit growth. It focuses on actionable customer insights flowing freely through the business and ultimately leading to consistently great customer solutions and experiences and a strong brand. It gives specific advice and examples on how to:
  • Offer and communicate a clear, relevant customer promise
  • Build customer trust by reliably delivering that promise
  • Drive the market by continuously improving the offer, while still reliably delivering it
  • Get further ahead by occasionally innovating beyond the familiar
  • Support all this with an open organizational culture.

If you're looking for valid, practical guidance on how to achieve long term organic profit growth, it's in your hands.

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