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Anticipate: Knowing What Customers Need Before They Do Hardcover – November 6, 2012
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From the Inside Flap
Much of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus?
Anticipate provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary toolssuch as the Customer Focus Maturity Model® and Value Chain Labs®it explains, in detail, how to develop a customer/supplier relationship that helps both sides anticipate where they need to go. You'll learn:
- How to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results
- The three levels of implementation as defined by the Customer Focus Maturity Model® and specific techniques to move your organization further along within a given stage, and from one stage to the next
- How to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping
- How to define and deliver unique value at each customer/supplier touch point
- How to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain
Anticipate shows you the way to partner with and walk alongside a customer to build an ideal experience togetherand eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.
From the Back Cover
PRAISE FOR ANTICIPATE
"Anticipate is insightful, interesting, and relevant to all companies who focus on delivering an exemplary customer experience. This book debunks common myths and outlines a customer focus framework to deliver customer value at every touch point. If you strive for a customer-centric focus within your company, you'll garner great insight from Anticipate."
KAY PHELPS, Senior Manager, Product Marketing, Avaya, Inc.
"Anticipate is a blueprint for success for any business! We wouldn't exist without our customers and this book delivers a three-step process to becoming even more customer-centric."
DAWN WELLHAUSEN, Director, Global Marketing Programs, Aspect Software, Inc.
"We are a family-run business and our focus has always been on customer service. Reading this book made us re-evaluate our policies and procedures. Anticipate's Ten-Point Customer Focus Framework is our new benchmark to ensure that our emphasis is on the customer experience, not just on service."
STACEY ISON, President, Toronto Honda
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Top customer reviews
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In this book you get the HOW to have tangible growth in your business.
The secret that's given in the book, and explained in great detail is by using their framework called the "Customer Focus Maturity Model" you discover how to apply this immediately.
I love books that you can pay 25.00 for an you can read in one sitting and have a full page game plan for something that we're probably not doing in our business.
For the business that want quick implementation this book does deliver.
For the business that wants to go even deeper you get a gift in this book. The gift is depth. You install and then if you like, you go deep on each Level by following the advanced details given.
I really appreciated the book and know how the money invested in this book will start paying for itself the minute I implement the ideas over a monday morning work session. Two other books that are a great companion to this are Delivering Happiness, and The Everything Store
Kudos to the authors!
STEPHEN RAYFIELD, President, ESIL