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Customer-centered Growth: Five Proven Strategies For Building Competitive Advantage [Hardcover]

Richard Whiteley (Author)

5.0 out of 5 stars See all reviews (1 customer review)

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Hardcover Hardcover $20.00 In Stock. Publisher: Gramercy Books Published: March 30, 1996	$20.00		$15.95	$4.68
Hardcover, April 7, 1996 Hardcover Available from these sellers. Publisher: Basic Books Published: April 7, 1996	--		$0.01	$0.01
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Paperback Paperback $16.20 In Stock. Publisher: Basic Books Published: March 24, 1997	$16.20		$1.00	$0.01
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Audio, Cassette, Audiobook Audio, Cassette, Audiobook Available from these sellers. Publisher: Random House Audio Published: April 1, 1996	--		$1.53	$1.54
Audible Audio Edition, Abridged Audible Audio Edition, Abridged $13.12 or $7.49 with new Audible.com membership Available at Audible.com. Publisher: Bantam Doubleday Dell Audio Published: December 15, 1999	$13.12	or $7.49 with new Audible.com membership

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Editorial Reviews

Amazon.com Review

A top-down commitment to top-notch customer service is a critical element in the battle for corporate survival. In their Customer-Centered Growth: Five Bold Strategies for Building Competitive Advantage, Richard Whiteley and Diane Hessan of The Forum Corporation, a training and consulting firm that emphasizes just such customer focus, show readers how other companies have successfully placed customers at the center of their operations. They also provide 15 tools for self-assessment and strategy planning. --This text refers to the Paperback edition.

Product Description

In Customer-Centered Growth, Richard Whiteley and Diane Hessan reveal the compelling secrets of how today’s successful companies are achieving explosive growth. Drawing on dozens of case studies of every kind of enterprise, Whiteley and Hessan define five proven strategies that you can use to grow—even under the most adverse business conditions.

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Product Details

Hardcover: 336 pages
Publisher: Basic Books; 1st Edition edition (April 7, 1996)
Language: English
ISBN-10: 0201479672
ISBN-13: 978-0201479676
Product Dimensions: 9.5 x 6.3 x 0.8 inches
Shipping Weight: 1.1 pounds

Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)

Amazon Bestsellers Rank: #2,944,251 in Books (See Top 100 in Books)

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More About the Authors

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Richard C. Whiteley

Tamsin Spargo

Inside This Book (learn more)
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First Sentence:
ON A WEDNESDAY MORNING in the winter of 1991, readers of the Boston Herald were treated to a picture of Steve DiFillippo, normally an agreeable fellow, carving up his American Express card with a butcher knife. Read the first page

Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
dynamic business scorecard, universal collaboration, dynamic scorecard, customer interaction process, contact leadership, eye care professionals, customer enthusiasm, home organs, frontline people, influence skills, photographic experience, customer interface, listening strategy

Key Phrases - Capitalized Phrases (CAPs): (learn more)
American Express, Ford Australia, Bell Atlantic, British Airways, Standard Life, Tune Town, Standard Chartered, Willow Creek, Home Depot, New York, Southwest Airlines, Turning Turmoil, United States, Victoria Rickey, Astra Merck, Harvard Business School, Bank Corp, Fletcher Music Centers, Ford Motor Company, Network Leaders, Pizza Hut, Steve Sheetz, The Forum Corporation, Toyota Motor Sales, Espresso Bar

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Citations (learn more)

This book cites 11 books:

The Soul of a Business: Managing For Profit And The Common Good by Tom Chappell on page 235, and Back Matter
The Learning Curve (Mod Crop) by Alan Fletcher in Front Matter
New Life (Peggy Books) by Dorothy Martin in Back Matter
Leadership Skills by Harvard Business Review on page 290
In the Name of God: Understanding the Mindset of Terrorism by Timothy J. Demy in Back Matter

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25 books cite this book:

Telecommunications Deregulation and the Information Economy (Artech House Telecommunications Library) by james Shaw on page 83, and page 136
Telecommunications Deregulation (Artech House Telecommunications Library) by james Shaw on page 83, and page 136
The Alchemy of Growth: Practical Insights for Building the Enduring Enterprise by Mehrdad Baghai on page 67, and Back Matter
Nuts! Southwest Airlines' Crazy Recipe for Business and Personal Success by Kevin Freiberg in Back Matter (1), and Back Matter (2)
Rules For Revolutionaries: The Capitalist Manifesto for Creating and Marketing New Products and Services by Guy Kawasaki in Back Matter (1), and Back Matter (2)

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Books on Related Topics (learn more)

The Strategy-Focused Organization by Robert S. Kaplan

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	91% buy the item featured on this page: Customer-centered Growth: Five Proven Strategies For Building Competitive Advantage by Richard Whiteley Hardcover 5.0 out of 5 stars (1)
	8% buy The Customer-Driven Company: Moving from Talk to Action by R. C. Whiteley Paperback 4.6 out of 5 stars (5) $15.39
	1% buy Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed by Robin L. Lawton Hardcover 5.0 out of 5 stars (15) $33.75

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Most Helpful Customer Reviews

17 of 19 people found the following review helpful:

5.0 out of 5 stars This Audio Tape Is an Outstanding How-To Guide for Growth!, September 8, 2000

By	Professor Donald Mitchell "Jesus Makes Me a P... (Thanks for Providing My Reviews over 97,000 Helpful Votes Globally) - See all my reviews (TOP 10 REVIEWER) (VINE VOICE)

This review is from: Customer-Centered Growth (Audio Cassette)

It has been almost two years since I read this book. On a recent trip to New York, I realized that I had the audio cassettes, but had never listened to them. So I did. What a wonderful surprise this was.

There are four cassettes and each is read by the authors who alternate. Both have good speaking voices, and use a good pace. It is easy to listen to them and follow their voices.

Unlike many cassette series which are overly edited, this one is just the right length. You get a good overview of all of the points on the first side and a half, then go into each one in more detail in the remaining three tapes.

As much as I liked the book, I liked the cassettes better. The authors are obviously used to speaking and teaching, and I felt like I was having them speak directly to me in a one-on-one session. I turned the tapes off whenever I had an assignment from them, and did the assignment. Clearly, this advanced my thinking much more than reading the book did. I was not as deeply into the concepts from reading as I was from listening, and did the assignments from a much more fundamental perspective.

Their first principle is to focus. The idea is to find what your most profitable customers find most valuable to them that you do best. This caused me to see our firm's relationship to our clients in a totally new perspective that is very valuable to me.

The second principle is to hard-wire listening to the customer. Although I remembered this advice from before, I was struck by realizing how few of the companies I know well take this advice. Customer listening is usually continuous, but is usually not well integrated into focusing the firm's attention. This is usually because most people don't see the information, or don't know how to interpret it.

The advice on how to create cooperation routinely throughout the organization is very good. I especially liked the variation on the internal customer concept espoused here whereby you are encouraged to both stay focused also on what the external customer needs.

Not only should you buy this resource, but you should then take a driving trip so you'll have a chance to listen to it. I suggest that you do as I did, and switch the tapes on and off so you can do the exercises in your mind (and later write down what you learned).

When you are done with this, I suggest that you also consider how this kind of approach could help your personal life. What should you be focusing on? How can you hard-wire listening to those around you? How can you all become more cooperative?

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