This eye-opening book introduces customer focus as a decision that every person in the organization will make, everyday. Author Paul Levesque provides the readers with both the reason and the method for injecting the "wow" factor into their most routing customer transactions, regardless of whether their business is a one-person operation or a multinational corporation. Central to this book is a step-by-step process-the Customer Focus Process, or CF-for guiding your team through a creative customer focus brainstorming session. It is here that your team begins to understand and work through the core "phases" of customer focus: define the transaction sequence, or the actual events experienced by the customer, from start to finish; brainstorm ideas for exceeding customer expectation at each individual step in the transaction sequence; develop ways to make customers feel important at each step of the sequence; review customer expectations, and tailor the experience to fit the customer. This entertaining, easy-to-read guide, provides everything needed to better understand the power of customer focus and running a successful CFP session.
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Book Description
Editorial Reviews
From Booklist
Regardless of terms like total quality management and continuous quality improvement, most of today's various management techniques focus on the customer. Levesque heads a Canadian company that produces and distributes workshops and videos emphasizing customer service. Here he shows why businesses should be customer focused and how they can become so. He avoids jargon, which would tie his suggestions to a particular philosophy, simply emphasizing, instead, practical ways to make the customer and customer service the core of any business' mission, philosophy, or culture. He demonstrates how to involve wants or needs and discover those extra steps that ultimately delight (WOW!) the customer. Recommended for popular business and management collections. David Rouse
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More About the Author
My name is Paul Levesque. I am an author, speaker, and a recognized authority on customer service and organizational change management.
Over the past two decades I have helped over 350 corporate clients plan and implement their customer focus and corporate change initiatives. Now I continue to work with clients around the world through my association with Boston-based Novations, Inc. (a human capital training and consulting firm providing solutions to increase the capacity of individuals and organizations worldwide). I deliver keynote presentations at conferences and seminars around the world. (I have spoken to business leaders from Morocco to the Baltic Sea, across Europe and Australia, and in most major American and Canadian cities.)
My published books include: The Wow Factory: Creating a Customer Focus Revolution In Your Business (Irwin, 1995), Breakaway Planning: 8 Big Questions To Guide Organizational Change (Amacom, 1998), Dreamcrafting: The Art of Dreaming Big, The Science of Making It Happen (Berrett-Koehler, 2003 [with Art McNeil]) and, Customer Service From The Inside Out Made Easy, (Entrepreneur Press, 2006). Articles I have written have appeared in such publications as Quality Digest, Biz, Canada's national newspaper The Globe and Mail, and England's Personnel Today Management Resources Guidebook. A series of commercially distributed video tapes in which Paul appears as on-camera host includes Spectacular Service: A Question of Attitude (International Tele-Film, 1992) and The Power of Customer Focus (International Tele-Film, 1995). I have been interviewed on radio and TV stations across North America.
I was born and raised in North Bay, Ontario. I lived in the Toronto and New York areas before settling in Rhode Island with my wife Sandra.
Over the past two decades I have helped over 350 corporate clients plan and implement their customer focus and corporate change initiatives. Now I continue to work with clients around the world through my association with Boston-based Novations, Inc. (a human capital training and consulting firm providing solutions to increase the capacity of individuals and organizations worldwide). I deliver keynote presentations at conferences and seminars around the world. (I have spoken to business leaders from Morocco to the Baltic Sea, across Europe and Australia, and in most major American and Canadian cities.)
My published books include: The Wow Factory: Creating a Customer Focus Revolution In Your Business (Irwin, 1995), Breakaway Planning: 8 Big Questions To Guide Organizational Change (Amacom, 1998), Dreamcrafting: The Art of Dreaming Big, The Science of Making It Happen (Berrett-Koehler, 2003 [with Art McNeil]) and, Customer Service From The Inside Out Made Easy, (Entrepreneur Press, 2006). Articles I have written have appeared in such publications as Quality Digest, Biz, Canada's national newspaper The Globe and Mail, and England's Personnel Today Management Resources Guidebook. A series of commercially distributed video tapes in which Paul appears as on-camera host includes Spectacular Service: A Question of Attitude (International Tele-Film, 1992) and The Power of Customer Focus (International Tele-Film, 1995). I have been interviewed on radio and TV stations across North America.
I was born and raised in North Bay, Ontario. I lived in the Toronto and New York areas before settling in Rhode Island with my wife Sandra.
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