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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
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
Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online
Conventional Wisdom holds that to increase loyalty, companies must 'delight' customers by exceeding service expectations. But no matter how exciting special deals may be, the 'dazzle factor' does not solve customer problems.This book presents a breakthrough idea about how to win customer
When so many enterprises have the strategic goal of maximizing product value to customers, changing their project management office (PMO) into a value management office (VMO) will help them do it. Because of the widespread adoption of agile methods in organizations, there is a rapidly growing
Read Customer Value Starvation Can Kill, and make life easier for your customers and yourself, and win in the marketplace Customer value starvation is a common disease in companies, both small and large - which is difficult to diagnose. It is a silent killer, like many cancers. By the time it is
The Scientific Background - Centricity in Physics.- The Background in Leadership Theory - Authentic Leadership.- The Concept of Spiritual Leadership and Centricity.- Where to Start?.-Via Character to Centricity.- Via Habits to Centricity.- Via Actions to Centricity.- Via Words to Centricity.- Via
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
With a special focus on strategic purchasing and contracting of services from nongovernmental providers, 'Spending Wisely' reviews ways to make public spending on health care more efficient and equitable in developing countries. The underlying premise is that it is necessary to separate the
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
Increase the awareness of your customer's behavior to survive and excel within your industry.One hundred years ago, the voice of the customer was easily and routinely heard by the shopkeeper. In small towns, the shopkeeper knew everyone. Today's world has gotten much bigger and much more complex
Design for London is the product of a unique experiment in urban planning, design and strategic thinking. Set up in 2006 by then-Mayor Ken Livingstone and his Architectural Advisor Richard Rogers, the brief for the team was 'to think about London, what made London unique and how it could be made
'KUng's book stands out for its focus on concepts, drivers, and dynamics. Its scope and learning are brilliant and dazzling. This updated edition will be a source of insight for students and a tool for industry veterans who seek the perspective of academia.' - Eli Noam, Columbia Business School 'A
Offers a groundbreaking discussion of cyber weapons with a focus on their strategic dimensions. This book brings together leading specialists in the field to provide new and incisive analysis of what former CIA director Michael Hayden has called ''digital combat power'' and how the US should
Offering social service agency leaders the necessary skills for day-to-day supervision practice This guide presents readers with a practical overview to the most important aspects of supervisory leadership and personnel management within the social work environment. Strategic Supervision serves as
The connections between reflective practice and professional development are the focus for this book, which offers guidance to support lasting change and provides strategies to enable self-initiated professional development. With case studies from new and experienced teachers, as well as examples
The individualized prescription for maximising health, metabolism and vitality in every stage of your life. Your blood type is the key to living a healthy and vibrant life. This work discusses on blood types and their connection to diet and
Shares the secret to sales success: don't just build relationships with customers. This title argues that classic relationship-building is the wrong
The first strategic management text catering specifically for students hoping to work in the fashion
Financial Management for Decision Makers 9th Edition provides students with a unique focus on the practical application of financial management and its role in decision making. Covering topics such as financial planning, making capital investment decisions, and financing a small business, it
A thorough update to a best-selling text emphasizing how marketing solves a wide range of health care problems There has been an unmet need for a health care marketing text that focuses on solving real-world health care problems. The all new second edition of Strategic Marketing for Health Care
Understanding your customers is the key to your company's success Segmentation is one of the first and most basic machine learning methods. It can be used by companies to understand their customers better, boost relevance of marketing messaging, and increase efficacy of predictive models. In
In Strategic Decisions, Planellas and Muni provide an invaluable tool for anyone facing the challenge of taking strategic decisions. Using their 'circle of strategic decisions' framework, they guide readers smoothly through the decision-making process. Following this, they present thirty of the
From the doctor whose expertise brought us the bestselling Eat Right 4 Your Type - the ground-breaking lifestyle diet book on the connection between blood type and diet - comes the nutritional companion for living healthily and losing
Is your organization prepared for the next paradigm of customer experience, or will you be left behind? This practical book will make you a winner in a market driven by experience, enabling you to develop desirable offerings and standout service to attract loyal customers.Author Simon Clatworthy