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Using Information to Develop a Culture of Customer Centricity

Using Information to Develop a Culture of Customer Centricity
  • Author : David Loshin,Abie Reifer
  • Publisher :Unknown
  • Release Date :2013-11-22
  • Total pages :108
  • ISBN : 9780124115132
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Summary : Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.

Handbook on Customer Centricity

Handbook on Customer Centricity
  • Author : Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee
  • Publisher :Unknown
  • Release Date :2019
  • Total pages :384
  • ISBN : 9781788113601
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Summary : Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.

Customer Centricity

Customer Centricity
  • Author : Peter Fader
  • Publisher :Unknown
  • Release Date :2020-05-26
  • Total pages :150
  • ISBN : 9781613631010
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Summary : A powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value. Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out. Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers ... and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today’s data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’t; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term. ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization. THE WHARTON EXECUTIVE ESSENTIALS SERIES The Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Inspired by Wharton’s Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities.

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture
  • Author : Sydney Brouwer
  • Publisher :Unknown
  • Release Date :2019-03-10
  • Total pages :192
  • ISBN : 9090315667
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Summary : Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

Fusion

Fusion
  • Author : Denise LeeYohn
  • Publisher :Unknown
  • Release Date :2018-03-13
  • Total pages :228
  • ISBN : 9781473676992
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Summary : Learn how to unleash the power of brand-culture fusion to achieve sustainable competitive advantage and new growth. "This compelling book shows how to connect the image you present to the outside world with the values and norms that operate inside your world of work." --Adam Grant, New York Times bestselling author of Originals and Give and Take "Denise Lee Yohn hit a home run with her first book, What Great Brands Do. Now she's written FUSION and it is just as provocative. Denise proves beyond a shadow of a doubt that great companies are powered by brand-culture fusion. I highly recommend this book!" --Ken Blanchard, Coauthor, The New One Minute Manager®, Coeditor, Servant Leadership in Action Internal culture + External brand = FUSION For years, leaders at companies like Southwest, Starbucks, and Google have done something differently that's put their organizations at the top of "the most admired companies," "best brands," and "great workplaces" lists. They don't often talk about that "something" specifically in terms of brand-culture fusion, but, as author Denise Lee Yohn reveals, aligning and integrating their brands and cultures is precisely how they've achieved their successes. Independently, brand and culture are powerful, unsung business drivers. But Denise shows that when you fuse the two together to create an interdependent and mutually reinforcing relationship between them, you create organizational power that isn't possible by simply cultivating one or the other alone. Through detailed case studies from some of the world's greatest companies (including Amazon, Airbnb, Adobe, Nike, and Salesforce), exclusive interviews with company executives, and insights from Denise's 25+ years working with world-class brands, FUSION provides readers with a roadmap for increasing competitiveness, creating measurable value for customers and employees, and future-proofing their business. This is a must-read for readers interested in workplace culture, brand management, strategy, leadership, employee experience, employee engagement, integration, branding, and organization development.

The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance

The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance
  • Author : Linden Brown,Christopher Brown
  • Publisher :Unknown
  • Release Date :2014-01-07
  • Total pages :336
  • ISBN : 0071821147
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Summary : BECOME THE ENVY OF YOUR INDUSTRY WITH A CUSTOMER-CENTRIC CULTURE Winner of Marketing Book of the Year 2015 by Marketing and Sales Books For the first time, this groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector. And with the evidence-based methods in this book, you can replicate their success in your business! The Customer Culture Imperative reveals the key disciplines of customer culture that consistently predict enhanced, sustainable business results. Each one is linked to a particular strategy and drives predictable and measurable improvements in one or more business performance factors--from innovation and customer satisfaction to growth in sales and profits to higher rates of new-product success. It gives you the tools to: Inspire everyone in the company to embrace a customer-centric culture Unify efforts across units by creating a "common language" for change Collect and measure data from your efforts and benchmark your progress Make change long term so you leave a legacy of an enduring business Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success. Guaranteed. PRAISE FOR THE CUSTOMER CULTURE IMPERATIVE "Linden and Chris Brown have written the best book on what it takes to build a genuine customer culture in an organization. Their framework and their stories will inspire you to take the next step." -- Philip Kotler, S. C. Johnson Distinguished Professor of International Marketing at the Kellogg School of Management at Northwestern University "A customer-focused culture is a powerful competitive advantage. This book will show you how to diagnose the level of a customer culture and then make the leadership moves to raise this level." -- George Day, Geoffrey T. Boisi Professor of Marketing and Co-Director of the Mack Institute for Innovation Management, Wharton, University of Pennsylvania "Creating unique customer engagements is an essential ingredient of the 'Starbucks Experience.' Crafting an authentic culture is essential to insuring that all employees consistently execute and innovate the highest quality customer experience. Linden and Chris provide a unique framework and road map to build this culture within large and small organizations." -- Arthur Rubinfeld, chief creative officer and president, Global Innovation and Evolution Fresh Retail, Starbucks "Smart phones, smart networks, and personalized apps are changing the way people live and work--giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.” -- David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.” -- John Stanhope, Chairman, Australia Post "Some books (alas, very rare) summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.” -- Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "Smart phones, smart networks, and personalized apps are changing the way people live and work,giving control to an emerging class of globally connected customers that have the power to shift markets. Linden and Chris Brown’s work will help you understand what is happening and what it means to your business.”--David Thodey, Chief Executive Officer, Telstra "Over the 40+ years of my life in business I have always known that a customer culture is the key to success. How to achieve it has been a continuous search and challenge. This book is the clearest roadmap I have read to truly achieve a customer culture and all the benefits it brings.”--John Stanhope, Chairman, Australia Post "Some books, alas very rare, summarise well-researched management theory, combined with current best practice, to deliver powerful and pragmatic guidelines for growing shareholder value. This is one such book. Read it. Enjoy it. It is a powerful contribution to best practice.”--Malcolm MacDonald, Emeritus Professor, Cranfield University School of Management "This easy to read book provides essential and unique guidance for driving the critical relationship between customer centricity and sustained organisational performance."-—Dr Ramzi Fayed, Executive Dean, Australian Graduate School of Leadership

Designing the Customer-Centric Organization

Designing the Customer-Centric Organization
  • Author : Jay R. Galbraith
  • Publisher :Unknown
  • Release Date :2011-01-06
  • Total pages :208
  • ISBN : 9781118046869
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Summary : Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.

The Customer Centricity Playbook

The Customer Centricity Playbook
  • Author : Peter Fader,Sarah E. Toms
  • Publisher :Unknown
  • Release Date :2018-10-30
  • Total pages :136
  • ISBN : 1613630905
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Summary : How did global gaming company Electronic Arts go from being named "Worst Company in America" to clearing a billion dollars in profit? They discovered a simple truth--and acted on it: Not all customers are the same, regardless of how they appear on the surface. The most successful companies, from Amazon to Best Buy, understand their best customers are their most valuable asset, and they tailor their acquisition, development, and retention efforts to those customers. 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. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader's first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. ALSO AVAILABLE: Peter Fader's Customer Centricity offers an introduction to the subject. The Customer Centricity Playbook shows customer centricity converts where to get started. "A fantastic 360-degree analysis of how companies become truly customer-centric.... Required reading." --Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google "A must-read." --Aimee Johnson, Senior Vice President, Digital Customer Experience, Starbucks "Fundamental insights to point organizations of any size in the right direction." --Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0 "Required reading for leadership teams, as well as marketing and sales executives." --Matthew Derella, Global Vice President, Revenue and Content Partnerships, Twitter "If you struggle with customer engagement or are ready to better acquaint yourself with your customers, Peter Fader and Sarah Toms' new book The Customer Centricity Playbook is a must-read." --Jacqueline Parkes, Chief Marketing Officer and EVP, Digital Studios, MTV, VH1 & Logo "Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders." --Susan Johnson, Chief Marketing Officer, SunTrust Banks "Essential reading for those who aspire to market leadership, regardless of industry." --Joshua Kanter, Chief Marketing Officer, PetSmart "I read The Customer Centricity Playbook by Peter Fader and Sarah Toms in a single sitting." --Robbie Kellman Baxter, Consultant, Peninsula Strategies, and Author, The Membership Economy

Service-Ability

Service-Ability
  • Author : Kevin Robson
  • Publisher :Unknown
  • Release Date :2012-11-12
  • Total pages :280
  • ISBN : 9781118457856
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Summary : Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. ‘Like’ or ‘#Fail’ have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total ‘customer-centric’ work cultures that develop lasting relationships with customers.

The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World

The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World
  • Author : Colin L. Campbell
  • Publisher :Unknown
  • Release Date :2017-01-11
  • Total pages :953
  • ISBN : 9783319500089
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Summary : This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World. The focus of the conference and the enclosed papers is on marketing thought and practices throughout the world. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.​

CustomerCentric Selling, Second Edition

CustomerCentric Selling, Second Edition
  • Author : Michael T. Bosworth,John R. Holland,Frank Visgatis
  • Publisher :Unknown
  • Release Date :2010-01-08
  • Total pages :288
  • ISBN : 0071639845
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Summary : The Web has changed the game for your customers— and, therefore, for you. Now, CustomerCentric Selling, already recognized as one of the premier methodologies for managing the buyer-seller relationship, helps you level the playing field so you can reach clients when they are ready to buy and create a superior customer experience. Your business and its people need to be “CustomerCentric”—willing and able to identify and serve customers’ needs in a world where competition waits just a mouse-click away. Traditional wisdom has long held that selling means convincing and persuading buyers. But today’s buyers no longer want or need to be sold in traditional ways. CustomerCentric Selling gives you mastery of the crucial eight aspects of communicating with today’s clients to achieve optimal results: Having conversations instead of making presentations Asking relevant questions instead of offering opinions Focusing on solutions and not only relationships Targeting businesspeople instead of gravitating toward users Relating product usage instead of relying on features Competing to win—not just to stay busy Closing on the buyer’s timeline (instead of yours) Empowering buyers instead of trying to “sell” them What’s more, CustomerCentric Selling teaches and reinforces key tactics that will make the most of your organization’s resources. Perhaps you feel you don’t have the smartest internal systems in place to ensure an ideal workflow. (Perhaps, as is all too common, you lack identifiable systems almost entirely.) From the basics—and beyond—of strategic budgeting and negotiation to assessing and developing the skills of your sales force, you’ll learn how to make sure that each step your business takes is the right one.

Develop A Customer-Focused Culture

Develop A Customer-Focused Culture
  • Author : Milford Henrick
  • Publisher :Unknown
  • Release Date :2021-03-06
  • Total pages :168
  • ISBN : 9798717604970
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Summary : Why do so many companies struggle to get customer-centricity right? The most common, and perhaps the greatest, barrier to customer-centricity is the lack of a customer-centric organizational culture. At most companies, the culture remains product-focused or sales-driven, or customer-centricity is considered a priority only for certain functions such as marketing. To successfully implement a customer-centric strategy and operating model, a company must have a culture that aligns with them -- and leaders who deliberately cultivate the necessary mindset and values in their employees. The book's content has 3 main parts: Part 1: Culture Is the Key to Outstanding Customer Service Chapter 1 How Corporate Culture Guides Your Employees' Actions Chapter 2 Why Culture Initiatives Often Fail Part 2: Building a Customer-Focused Culture Chapter 3 Defining Your Culture Chapter 4 Engaging Employees with Your Culture Part 3: Changing Your Company's Service DNA Chapter 5 Aligning Your Business Around a Customer-Focused Culture Chapter 6 Setting Goals That Drive Your Culture Chapter 7 Hiring Employees Who Will Embrace Your Culture Chapter 8 Training Employees to Embody Your Culture Chapter 9 Empowering Employees to Support Your Culture Chapter 10 How Leadership Can Make or Break Your Culture Chapter 11 A Customer-Focused Example Chapter 12 Making the Commitment to a Customer-Focused Culture

Customer-Centric Marketing

Customer-Centric Marketing
  • Author : Aldo Cundari
  • Publisher :Unknown
  • Release Date :2015-04-29
  • Total pages :176
  • ISBN : 9781119102656
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Summary : The practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.

Customer-Centric Marketing Strategies: Tools for Building Organizational Performance

Customer-Centric Marketing Strategies: Tools for Building Organizational Performance
  • Author : Kaufmann, Hans-Ruediger
  • Publisher :Unknown
  • Release Date :2012-11-30
  • Total pages :478
  • ISBN : 9781466625259
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Summary : As customer orientation continues to gain importance in the marketing field, there has been a growing concern for organizations to implement effective customer centric policies. Customer-Centric Marketing Strategies: Tools for Building Organizational Performance provides a more conceptual understanding on customer-centric marketing strategies as well as revealing the success factors of these concepts. This book will discuss how to improve the organization’s financial and marketing performance.

What Great Brands Do

What Great Brands Do
  • Author : Denise Lee Yohn
  • Publisher :Unknown
  • Release Date :2013-11-20
  • Total pages :272
  • ISBN : 9781118824337
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Summary : Discover proven strategies for building powerful, world-classbrands It's tempting to believe that brands like Apple, Nike, andZappos achieved their iconic statuses because of serendipity, anunattainable magic formula, or even the genius of a singlevisionary leader. However, these companies all adopted specificapproaches and principles that transformed their ordinary brandsinto industry leaders. In other words, great brands can bebuilt—and Denise Lee Yohn knows exactly how to do it.Delivering a fresh perspective, Yohn's What Great Brands Doteaches an innovative brand-as-business strategy that enhancesbrand identity while boosting profit margins, improving companyculture, and creating stronger stakeholder relationships. Drawingfrom twenty-five years of consulting work with such top brands asFrito-Lay, Sony, Nautica, and Burger King, Yohn explains keyprinciples of her brand-as-business strategy. Reveals the seven key principles that the world's best brandsconsistently implement Presents case studies that explore the brand building successesand failures of companies of all sizes including IBM, Lululemon,Chipotle Mexican Grill, and other remarkable brands Provides tools and strategies that organizations can startusing right away Filled with targeted guidance for CEOs, COOs, entrepreneurs, andother organization leaders, What Great Brands Do is anessential blueprint for launching any brand to meteoricheights.

Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Successful Customer Relationship Management Programs and Technologies: Issues and Trends
  • Author : Eid, Riyad
  • Publisher :Unknown
  • Release Date :2012-03-31
  • Total pages :358
  • ISBN : 9781466602892
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Summary : "This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.

The Disney Way

The Disney Way
  • Author : Bill Capodagli,Lynn Jackson
  • Publisher :Unknown
  • Release Date :1999-01-21
  • Total pages :221
  • ISBN : 0071367535
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Summary : "I dream, I test my dreams against my beliefs, I dare to take risks, and I execute my vision to make those dreams come true." -Walt Disney. Walt Disney's dreams, beliefs, and daring gave birth to captivating characters, thrilling theme park attractions, and breathtaking tales that have inspired the imaginations of generations of children and adults. Disney also launched an entertainment and marketing empire whose influence is felt around the world, and whose success provides a model of business excellence that can guide any company. Each principle is then examined in detail by illustrating the principle at work at Disney as well as at other successful companies. Capodagli and Jackson have spent their careers studying Disney and teaching this unique management method to others. As consultants to companies ranging from Illinois Power to Bristol-Myers Squibb and Whirlpool, they have used the Disney principles again and again, and have seen them yield startling performance improvements. They have distilled this wisdom in THE DISNEY WAY. In this book, you'll learn how to: Give every member of your organization the chance to dream, and tap into the creativity those dreams embody; Treat your customers like guests; Build long-term relationships with key suppliers and partners; Dare to take calculated risks in order to bring innovative ideas to fruition; Align long-term vision with short-term execution. And more. No fairy dust. No magic wands. No wishing on a star. Just sound, effective management principles that stem from Walt Disney's values, vision, and philosophy. Lists of questions to ask and actions to take, along with real-life examples, will help you adapt the Disney Way to suit your company's needs. From the hiring and training of employees to the realization of a creative concept to exceptional customer service, every aspect of the Walt Disney Company is linked to Walt Disney's vision.

Customer Understanding

Customer Understanding
  • Author : Annette Franz
  • Publisher :Unknown
  • Release Date :2019-09-03
  • Total pages :219
  • ISBN : 1686886810
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Summary : Struggling to ensure that the customer is at the center of all your business does? This book is your guide to putting the "customer" in customer experience. Not sure what that means? Well, for starters, too many executives believe they are delighting their customers. Why wouldn't they think that?! When they focus on growth, those customer acquisition numbers are pretty sweet, but they don't tell the real story. Prioritizing customer retention is critical. But you can't just throw technology at it, give it some lip service, and call it a day. Retention is hard work! You've got to understand who your customers are and what problems they are trying to solve or what jobs they are trying to do. Then you've got to use that understanding to design an experience that helps customers achieve their goals. That's the key to putting the customer in customer experience! Ultimately, you need to bring the customer voice into all meetings, decisions, processes, and designs. The customer must be at the center of all you do. After all, it's all about the customer! In this book, I cover the three approaches to customer understanding: surveys and data, personas, and journey mapping. I could've written the whole book about journey mapping, but there's so much more to building a customer-centric business than journey mapping. The culture must first be deliberately designed to put the customer at the heart of the business. And all foundational elements of a CX transformation must be in place to make that happen. With that knowledge, read this book and: Learn about the three approaches you must use to understand your customers, why you must use them, and how they work together. Create an action plan to ensure insights gleaned from these three approaches are implemented in your organization. Develop and assign personas to your customers in order to better understand their needs, goals, problems to solve, and jobs to be done. Learn the difference between touchpoint maps and journey maps and how touchpoint maps can still be a valuable asset in your customer experience toolbox. Understand why journey mapping is called the backbone of customer experience management - and how to make it so in your organization. Set up and facilitate your own current-state and future-state journey mapping workshops with customers. Set up and facilitate service blueprint workshops with internal stakeholders. Find out how to put the customer at the heart of your business. And more!

Engaging Brands

Engaging Brands
  • Author : Michela Addis
  • Publisher :Unknown
  • Release Date :2020-06-02
  • Total pages :258
  • ISBN : 9780429996382
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Summary : How can managers design and manage excellent customer experiences that will develop long-term relationships with their customers? This book addresses this key question and explores both the theory developed over the past 20 years and tools to create truly engaging brands. Taking a broad holistic approach, this book brings together current thinking on experiential marketing, brand management, customer engagement, customer well-being and happiness, customer loyalty and emotions, the customer journey map, and big data and combines it into a practical and clear roadmap for brand managers. By integrating these modern perspectives, concepts, research techniques, and operative tools, this book provides a new perspective of marketing management to design and build engaging branding. Using extensive examples from a variety of industries, this book offers a global perspective that will appeal to both advanced students and experienced marketing managers.

Smart Technology Applications in Business Environments

Smart Technology Applications in Business Environments
  • Author : Issa, Tomayess,Kommers, Piet,Issa, Theodora,Isaías, Pedro,Issa, Touma B.
  • Publisher :Unknown
  • Release Date :2017-03-03
  • Total pages :429
  • ISBN : 9781522524939
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Summary : Technology continues to make great strides in society by providing opportunities for advancement, inclusion, and global competency. As new systems and tools arise, novel applications are created as well. Smart Technology Applications in Business Environments is an essential reference source for the latest scholarly research on the risks and opportunities of utilizing the latest technologies in different aspects of society such as education, healthcare systems, and corporations. Featuring extensive coverage on a broad range of topics and perspectives including virtual reality, robotics, and social media, this publication is ideally designed for academicians, researchers, students, and practitioners seeking current research on the improvement and increased productivity from the implementation of smart technologies.

The Customer of the Future

The Customer of the Future
  • Author : Blake Morgan
  • Publisher :Unknown
  • Release Date :2019-10-29
  • Total pages :224
  • ISBN : 9781400213641
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Summary : Tomorrow’s customers need to be targeted today! With emerging technology transforming customer expectations, it’s more important than ever to keep a laser focus on the experience companies provide their customers. In The Customer of the Future, 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. Tomorrow’s customers will insist on experiences that make their lives significantly easier and better. Companies will win their business not by just proclaiming that customer experience is a priority but by embedding a customer focus into every aspect of their operations. They’ll understand how emerging technologies like artificial intelligence (AI), automation, and analytics are changing the game and craft a strategy to integrate them into their products and processes. 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. Craft a leadership development and culture plan to create lasting change at your organization.