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Becoming The Customer
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Book Synopsis Becoming a Customer-focused Organization by : Craig Cochran
Download or read book Becoming a Customer-focused Organization written by Craig Cochran and published by Paton Professional. This book was released on 2006 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: "The customer is the sole reason organizations exist," Craig Cochran points out throughout this concise and practical book, which outlines the fundamentals of building process controls around internal and external customers' true needs. Cochran walks readers through a self-assessing customer focus inventory and from there explains how an organization can shape its processes to meet its customers' demands. Learn how to develop customer surveys that produce useful data for refining production and administrative processes. Understand the importance of customer-satisfaction training. Motivate top management to instill a customer-focused orientation throughout the organization. -- From publisher's description.
Book Synopsis Becoming the Customer by : Peter McLaughlin
Download or read book Becoming the Customer written by Peter McLaughlin and published by Dog Ear Publishing. This book was released on 2013-08 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming the Customer Beyond the techniques, the methods, and the science of sales, is one great truth: become the customer. See the world through the eyes of your customers or prospects. Understand their deepest motivations. Decode their hidden signals. Speak to them in their language and you will establish better rapport and close more sales. This work draws from the worlds of professional sales, behavioral research, and subconscious influence, including Neuro-Linguistic Programming, body language and hypnosis. It teaches you how to establish trust, understand and overcome objections, utilize the timeless principles of influence, and sell to the unique personality, emotions, needs and desires of your customer. This underlying philosophy -- literally "becoming the customer" - is the key to hearing what your customers are truly saying, placing their interests above your own, and becoming an agent of their success and wellbeing. In this way, everyone wins. "Becoming the Customer is really about becoming a better salesperson. A trained hypnotist and an experienced salesman, Peter weaves both parts of his illustrious career into a cohesive picture, showing us an unconventional path to the fine art of selling." --Marshall Goldsmith, million-selling author of the New York Times bestsellers, MOJO and What Got You Here Won't Get You There "Becoming the Customer should be right next to Daniel Pink's To Sell is Human on your bookshelf. Peter's unique perspective, deep understanding of customer psychology, and wealth of on-the-street selling experience will help you more fully understand your customer and exponentially increase your sales." --Wayne Breitbarth, author of The Power Formula for LinkedIn Success: Kick-Start Your Business, Brand, and Job Search "I highly recommend Becoming the Customer to anyone who wants to improve their sales skills and understanding of people and why they buy. Through simple but powerful techniques and principles, Peter will give you a competitive edge in your selling career. If you have been looking for how to take yourself or your organization to the next level in selling, this book is for you." -- Teri Yanovitch, author of Unleashing Excellence
Download or read book Customer Genius written by Peter Fisk and published by John Wiley & Sons. This book was released on 2010-02-04 with total page 426 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hello, I am your customer. Do you see the world like I do? It's simple really. Start with me and everything else follows. Together we can do extraordinary things. Are you ready? 10 building blocks, 30 practical tools, 50 inspirational stories. From Amazon to Banyan Tree, Quintessentially to Zipcars, explore 50 of the world's leading customer businesses. The rise of Air Asia, and the collaboration of Boeing; the segmented focus of Club Med, and the customer vision of Disney; the imagination of Camper, and the desire for the Nintendo Wii; the realism of Dove, and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric business is that it works from the outside in. It attracts, serves and retains the best customers as its route to profitability and growth. Isn't it about time you started doing business from the outside in?
Book Synopsis Who Do You Want Your Customers to Become? by : Michael Schrage
Download or read book Who Do You Want Your Customers to Become? written by Michael Schrage and published by Harvard Business Press. This book was released on 2012-07-17 with total page 77 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who do you want your customers to become? According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail. In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers. Schrage’s primary insight is that innovation is an investment in your client, not just a transaction with them. To truly innovate today, designing new products or features or services won’t get you there. Only by designing new customers—thinking of their future state, being the conduit to their evolution—will you transform your business. Schrage explains how the above question (what he calls “The Ask”) will incite you and your team to imagine and design ideal customer outcomes as the way to drive your business’s future. The Single is organized around six key insights and includes practical exercises to help you apply the question to your current situation. Schrage also includes examples from well-known companies—Google, Facebook, Disney, Starbucks, Apple, IKEA, Dyson, Ryanair, and others—to illustrate just what is possible when you apply “The Ask.” Marketing executives, brand managers, strategic innovators, and entrepreneurs alike should understand how successful innovation rebrands the client and not the product. A requisite question for its time, Who Do You Want Your Customers To Become will liberate you and your team from ‘innovation myopia’—and turn your innovation efforts on their head. HBR Singles provide brief yet potent business ideas, in digital form, for today's thinking professional.
Book Synopsis Achieve Sales Excellence by : Howard Stevens
Download or read book Achieve Sales Excellence written by Howard Stevens and published by Platinum Press. This book was released on 2006-11-29 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Customer Centricity Playbook by : Peter Fader
Download or read book The Customer Centricity Playbook written by Peter Fader and published by University of Pennsylvania Press. This book was released on 2018-10-30 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
Book Synopsis Customer-Driven Transformation by : Joe Heapy
Download or read book Customer-Driven Transformation written by Joe Heapy and published by Kogan Page Publishers. This book was released on 2018-07-03 with total page 217 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
Book Synopsis Creating Customer Evangelists by : Jackie Huba
Download or read book Creating Customer Evangelists written by Jackie Huba and published by Lewis Lane Press. This book was released on 2012-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: When customers are truly thrilled about their experience with a product or service, they have the potential to become one of its influential evangelists. Savvy marketing professionals know that this group of true believers can be leveraged as a potent force to build word of mouth that leads to new customers. Creating Customer Evangelists explains how to develop marketing and sales strategies that create communities of passionate customers. By cultivating a dialogue and then creating emotion-driven relationships with customers, companies can inspire grassroots support. Creating Customer Evangelists shows how to convert good customers into exceptional ones who willingly spread the word. "Lessons of customer evangelism related through real life company stories make this book an absorbing read." -- Harvard Business School "I'll admit it: at first, I was a skeptic. But halfway through this savvy and compelling book, I became a convert. And by the time I'd turned the last page, I'd become an evangelist. Say it with me, brothers and sisters: customer evangelism is the future!" -- Dan Pink, author of Drive and A Whole New Mind "An inspiring and thorough book packed with real life examples, action items and insight." -- Emanuel Rosen, author of The Anatomy of Buzz Jackie Huba and Ben McConnell, authors of Citizen Marketers, popularized the term "customer evangelism." The Seth Godin-edited New York Times bestseller The Big Moo featured them among 33 of "the world's smartest business thinkers."
Book Synopsis What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services by : Anthony Ulwick
Download or read book What Customers Want: Using Outcome-Driven Innovation to Create Breakthrough Products and Services written by Anthony Ulwick and published by McGraw Hill Professional. This book was released on 2005-09-06 with total page 242 pages. Available in PDF, EPUB and Kindle. Book excerpt: A world-renowned innovation guru explains practices that result in breakthrough innovations "Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation." -Clayton Christensen For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer "requirements" to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually. In a book that challenges everything you have learned about being customer driven, internationally acclaimed innovation leader Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as "outcome-driven" innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated. Based on more than 200 studies spanning more than seventy companies and twenty-five industries, Ulwick contends that, when it comes to innovation, the traditional methods companies use to communicate with customers are the root cause of chronic waste and missed opportunity. In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as "needs," "benefits," "specifications," and "solutions," Ulwick argues that researchers should silence the literal "voice of the customer" and focus on the "metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done." Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives. With the same profound insight, simplicity, and uncommon sense that propelled The Innovator's Solution to worldwide acclaim, this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process--from segmenting markets and identifying opportunities to creating, evaluating, and positioning breakthrough concepts. Using case studies from Microsoft, Johnson & Johnson, AIG, Pfizer, and other leading companies, What Customers Want shows companies how to: Obtain unique customer inputs that make predictable innovation possible Recognize opportunities for disruption, new market creation, and core market growth--well before competitors do Identify which ideas, technologies, and acquisitions have the greatest potential for creating customer value Systematically define breakthrough products and services concepts Innovation is fundamental to success and business growth. Offering a proven alternative to failed customer-driven thinking, this landmark book arms you with the tools to unleash innovation, lower costs, and reduce failure rates--and create the products and services customers really want.
Book Synopsis Crowning the Customer by : Sen. Feargal Quinn
Download or read book Crowning the Customer written by Sen. Feargal Quinn and published by The O'Brien Press. This book was released on 2012-09-14 with total page 113 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to become Customer Driven Customer service is the competitive business battleground of the twenty-first century. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in simple jargon-free style. He explains: The 'Boomerang Principle' (bringing the customer back) How to get the feel of the market place How to listen effectively to the customer Customer panels Why you should increase the number of complaints How to introduce fun and surprise into business. An essential handbook for managers, company directors, employees and students.
Download or read book INSPIRED written by Marty Cagan and published by John Wiley & Sons. This book was released on 2017-11-17 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do today’s most successful tech companies—Amazon, Google, Facebook, Netflix, Tesla—design, develop, and deploy the products that have earned the love of literally billions of people around the world? Perhaps surprisingly, they do it very differently than the vast majority of tech companies. In INSPIRED, technology product management thought leader Marty Cagan provides readers with a master class in how to structure and staff a vibrant and successful product organization, and how to discover and deliver technology products that your customers will love—and that will work for your business. With sections on assembling the right people and skillsets, discovering the right product, embracing an effective yet lightweight process, and creating a strong product culture, readers can take the information they learn and immediately leverage it within their own organizations—dramatically improving their own product efforts. Whether you’re an early stage startup working to get to product/market fit, or a growth-stage company working to scale your product organization, or a large, long-established company trying to regain your ability to consistently deliver new value for your customers, INSPIRED will take you and your product organization to a new level of customer engagement, consistent innovation, and business success. Filled with the author’s own personal stories—and profiles of some of today’s most-successful product managers and technology-powered product companies, including Adobe, Apple, BBC, Google, Microsoft, and Netflix—INSPIRED will show you how to turn up the dial of your own product efforts, creating technology products your customers love. The first edition of INSPIRED, published ten years ago, established itself as the primary reference for technology product managers, and can be found on the shelves of nearly every successful technology product company worldwide. This thoroughly updated second edition shares the same objective of being the most valuable resource for technology product managers, yet it is completely new—sharing the latest practices and techniques of today’s most-successful tech product companies, and the men and women behind every great product.
Book Synopsis The Ten Principles Behind Great Customer Experiences by : Matt Watkinson
Download or read book The Ten Principles Behind Great Customer Experiences written by Matt Watkinson and published by Pearson UK. This book was released on 2013-02-14 with total page 173 pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn how to create a competitive advantage for your business by offering a customer experience that’s second to none! By following a simple “ten principles” format, this book will show you how to constantly improve and build your business. The combination of psychological theory, real world case studies, worked examples and template documents provides the ‘what, why and how’ necessary to make good ideas stick and get them into practical usage, so you can enhance your customers’ experiences and keep them returning again and again. Featuring lessons from a host of winning companies such as Facebook, Lush Cosmetics, Gü puddings and John Lewis, the book is littered with uncomplicated ideas which are simple to implement and accessible to anyone.
Book Synopsis Customer Centricity by : Peter Fader
Download or read book Customer Centricity written by Peter Fader and published by . This book was released on 2012 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
Download or read book Customer Success written by Nick Mehta and published by John Wiley & Sons. This book was released on 2016-02-29 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.
Book Synopsis The Customer of the Future by : Blake Morgan
Download or read book The Customer of the Future written by Blake Morgan and published by HarperCollins Leadership. This book was released on 2019-10-29 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Book Synopsis Customer First: Create More Impact and Income with Your Network Marketing Business (Without Being High-Pressure Or "Salesy") by : Tasha Smith
Download or read book Customer First: Create More Impact and Income with Your Network Marketing Business (Without Being High-Pressure Or "Salesy") written by Tasha Smith and published by . This book was released on 2020-02-17 with total page 170 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer First. Team Second. Ego Third.What if the key to the next level of your business is to return to what motivated you at the beginning of your business? Network marketers are so often concerned with how to duplicate themselves in their business that they lose sight of what's most important: helping customers experience the life-changing properties of your product. Tasha Smith shows you how to increase your team sales by focusing all of your energy on creating impact for customers.Tasha has been coaching and training people in sales for 19 years, and has been able to help thousands of people be successful without being "salesy" or pushy. Instead of asking a question like, "how do I find more committed builders?" Tasha asks, "how can we provide the very best experience possible for customers, and how can we lead a team to do the same?"In Customer First, Tasha shows you how to bust through the blocks you have in your business, communicate with customers authentically AND effectively to help them solve their problems. You will also learn how to make more sales without all of the follow-up and nagging, grow and duplicate your team and show up consistently as the best version of yourself.
Book Synopsis The B2B Social Media Book by : Kipp Bodnar
Download or read book The B2B Social Media Book written by Kipp Bodnar and published by John Wiley & Sons. This book was released on 2011-12-20 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Advance your B2B marketing plans with proven social media strategies Learn social media's specific application to B2B companies and how it can be leveraged to drive leads and revenue. B2B marketers are undervalued and under appreciated in many companies. Social media and online marketing provide the right mix of rich data and reduction in marketing expenses to help transform a marketer into a superstar. The B2B Social Media Book provides B2B marketers with actionable advice on leveraging blogging, LinkedIn, Twitter, Facebook and more, combined with key strategic imperatives that serve as the backbone of effective B2B social media strategies. This book serves as the definitive reference for B2B marketers looking to master social media and take their career to the next level. Describes a methodology for generating leads using social media Details how to create content offers that increase conversion rates and drive leads from social media Offers practical advice for incorporating mobile strategies into the marketing mix Provides a step-by-step process for measuring the return on investment of B2B social media strategies The B2B Social Media Book will help readers establish a strong social media marketing strategy to generate more leads, become a marketing superstar in the eye of company leaders, and most importantly, contribute to business growth.
