Based on extensive current research from the Coopers & Lybrand IDEAS study of over 1,800 North American companies, this superlative guide describes the various ways organizations reach out and touch customers and how they can improve the process behind this contact. Contains a detailed, four-step procedure which provides a formula for success. Features best practices of companies such as IBM, Hewlett Packard and 3M that have been successful in achieving performance improvement. Packed with checklists and action steps to create a top-notch customer focused improvement program.
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Editorial Reviews
Review
"This book should be on the shelf of every business leader. What a great read! Filled with interesting examples and insightful conclusions, Brown s book is a must-read for people interested in bolstering quality."
— Professor John Daly, Executive Board Member, International Customer Service Association Amon Carter Professor of Communication, The Graduate School of Business, University of Texas at Austin
— Professor John Daly, Executive Board Member, International Customer Service Association Amon Carter Professor of Communication, The Graduate School of Business, University of Texas at Austin
"Success cannot be achieved by adopting the latest managerial fad it can only be achieved by understanding the customer and researching the marketplace to meet the customer s needs. What Customers Value Most helps lay the foundation for successful organizations."
— Gwyn Gill, Executive Vice-President, Personal Commercial Bank, Canadian Imperial Bank of Commerce
"What Customers Value Most is timely and right on! It offers numerous usable hints on best practices and processes that will get improved results with customers. It is a real treat among quality improvement books."
— Barron H. Harvey, Ph.D., Dean, School of Business, Howard University
"Continuous process improvement must have customer input to have value. This book hits the key issues that need to be considered in order to increase customer satisfaction, and it discusses those best practices that organizations have used to be successful."
— Lynne Manning, Vice-President and Managing Director, Canada, Kelly Services (Canada), Ltd.
"For business people truly concerned with the future of their company, this book is well worth reading and studying."
— Bruce N. Mathewson, Director of Quality, Kodak Canada Inc.
"What Customers Value Most is full of practical how-to s. It offers detailed case studies highlighting best practices that you should consider for achieving effective business processes. Great book."
— Donald Thomas, Manager, Customer Service, Occidental Chemical Corporation
"This book presents a usable, logical, and well-researched blueprint to achieve improved productivity and profitability. Through the use of practical checklists, self-evaluation questionnaires, and examining the best practices of successful organizations, Stan Brown has produced a framework for business transformation that is a must-read for any service practitioner involved in improving customer service/satisfaction and continuous improvement."
— Peter Zarry, Director, Executive Development Programs, York University, Faculty of Administrative Studies
From the Publisher
Based on extensive current research from the Coopers & Lybrand IDEAS study of over 1,800 North American companies, this superlative guide describes the various ways organizations reach out and touch customers and how they can improve the process behind this contact. Contains a detailed, four-step procedure which provides a formula for success. Features best practices of companies such as IBM, Hewlett Packard and 3M that have been successful in achieving performance improvement. Packed with checklists and action steps to create a top-notch customer focused improvement program.
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This review is from: What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers: Satisfied Customers, Increased Revenue, Improved Profitability (Hardcover)
Easy to read, very logical how the book developes to understand and to put the ideas to work, and hi level examples. WOW!!
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Inside This Book
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First Sentence:
WHY THE TORTOISE? We all know that the tortoise is a slow, plodding animal-yet it always ends up where it is headed. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer order fulfilment process, internal service culture, processes that touch the customer, customers value most, benchmark partners, performance improvement initiative, benchmarking initiative, improved customer satisfaction, external customer satisfaction, customer satisfaction results, improved profitability, best practices organizations, improving customer satisfaction Key Phrases - Capitalized Phrases (CAPs): (learn more)
Customer Bill of Rights, Baldrige Award, Lincoln Life, Revenue Enhancement Model, Quality Council, North American, Rarely Sometimes Always, The Challenge-Call, United States, Quaker Oats, European Quality Award, Kelly Services, Performance Improvement Council, Tetra Pak, Bank of Montreal, Golden Rule of Service, Quality Forum, Canadian Pacific Hotels, Implemented Points, Kelly Canada, Quality Service Teams, Ritz Carlton, Change More Than Bandwagons, Help You Deliver, Marginally Qualified New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
WHY THE TORTOISE? We all know that the tortoise is a slow, plodding animal-yet it always ends up where it is headed. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer order fulfilment process, internal service culture, processes that touch the customer, customers value most, benchmark partners, performance improvement initiative, benchmarking initiative, improved customer satisfaction, external customer satisfaction, customer satisfaction results, improved profitability, best practices organizations, improving customer satisfaction Key Phrases - Capitalized Phrases (CAPs): (learn more)
Customer Bill of Rights, Baldrige Award, Lincoln Life, Revenue Enhancement Model, Quality Council, North American, Rarely Sometimes Always, The Challenge-Call, United States, Quaker Oats, European Quality Award, Kelly Services, Performance Improvement Council, Tetra Pak, Bank of Montreal, Golden Rule of Service, Quality Forum, Canadian Pacific Hotels, Implemented Points, Kelly Canada, Quality Service Teams, Ritz Carlton, Change More Than Bandwagons, Help You Deliver, Marginally Qualified New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
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6
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- Problem Solving (School Mathematics Project 16-19) by School Mathematics Project on page 161
- Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability by Stanley A. Brown on page 90, Back Matter, and Back Flap
- Breakthrough Customer Service: Best Practices of Leaders in Customer Support by Stanley A. Brown on page 152, and page 272
- Brand Manners: How to Create the Self Confident Organization to Live the Brand by Hamish Pringle in Back Matter
- Performance-Driven CRM: How to Make Your Customer Relationship Management Vision a Reality by Stanley A. Brown in Back Flap
- Customer Relationship Management: A Strategic Imperative in the World of E-Business by Stanley A. Brown in Back Flap
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