Differentiate your business by sharpening your Customer Focus or risk giving your competitors a competitive advantage. The-best-of-the-best do this. They know that the only long-term strategy that effectively creates customer loyalty, long-term profitability and which strengthens both internal service performance and productivity is a Customer-Focused strategy. This outstanding book explains what it takes to become truly Customer-Focused. It provides detailed, step-by-step instructions on what you need to do to create customer focus throughout your entire organization. We describe in detail, 12 proven 'best practices' strategies which you can learn from and use to create your own customer focus strategy and implementation plan. This book contains over 200 pages of detailed explanations, real world examples, stories and case studies as well as exercises and worksheets which have been designed to help you achieve greater customer focus in your organization, company, department or team.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
5.0 out of 5 stars
This book is worth every penny and more...,
This review is from: That's Customer Focus!: The Overworked and Underappreciated Manager's Guide to Creating a Customer-Focused Organization (Paperback)
If you really want to understand the nuts and bolts of how to create customer focus in your business, this book is worth every penny. I've used it, and so have my clients. I highly recommend it.
3 of 3 people found the following review helpful:
5.0 out of 5 stars
This covers a lot of angles - Good read,
By Eric A. Fraterman "Principal, www.CustomerFoc... (Toronto, Ontario, Canada) - See all my reviews (REAL NAME)
This review is from: That's Customer Focus!: The Overworked and Underappreciated Manager's Guide to Creating a Customer-Focused Organization (Paperback)
I have been working with organization's helping them to achieve sharper customer focus for over 30 years. This book outlines a winning strategy for embedding customer focus throughout your organization. The examples, detailed explanations and tools provided are terrific! Whether you are a small business or large, implementing the strategies and approaches presented in this book will put you on the path to success. I highly recommend it!
Eric Fraterman - Customer Focus Consultant
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Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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somewhat disagree, internal service partners, customer incidents, gathering customer feedback, quality customer experience, internal partners, mailing surveys Key Phrases - Capitalized Phrases (CAPs): (learn more)
Customer-Focused Organization, Moments of Truth, Strongly Disagree Employee, Strongly Agree, Somewhat Agree, Home Depot, Action Ask, Jim Brady, Customer-Focused Leadership, Know Your Customer, Very Effective, Roger Willis, Poor Average Excellent, Points Sub-total, Neighborhood Rentals, Critical Customer Incidents, Better Business Bureau, Employee Satisfaction, Rick Tate, Customers Forever, Shared Vision, Allen Philips, Service Standards, Cons Requires, Pros Saves Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
somewhat disagree, internal service partners, customer incidents, gathering customer feedback, quality customer experience, internal partners, mailing surveys Key Phrases - Capitalized Phrases (CAPs): (learn more)
Customer-Focused Organization, Moments of Truth, Strongly Disagree Employee, Strongly Agree, Somewhat Agree, Home Depot, Action Ask, Jim Brady, Customer-Focused Leadership, Know Your Customer, Very Effective, Roger Willis, Poor Average Excellent, Points Sub-total, Neighborhood Rentals, Critical Customer Incidents, Better Business Bureau, Employee Satisfaction, Rick Tate, Customers Forever, Shared Vision, Allen Philips, Service Standards, Cons Requires, Pros Saves Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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