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Anticipate

Anticipate Knowing What Customers Need Before They Do

Author: Bill Thomas; Jeff Tobe
Publisher: John Wiley & Sons
ISBN: 9781118356913
Published In: October 2012
Format: Hardback , 218 pages
Jurisdiction: International ? Disclaimer:
Countri(es) stated herein are used as reference only

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Design and implement the ideal customer focus

Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty – and the profitability that comes with it.

Explains proprietary methods—such as the Customer Focus Maturity Model and Value Chain Labs —that teach readers the steps and tools organizations use to create, drive and optimize their customer focus.
Authors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500’s, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain.

Anticipate will provide you with field-proven steps, tools and examples that you’ll use to take your customer-focused strategy, execution and culture to the ideal level.

CHAPTER 1 Strategy—Creating and Destroying Customer Value 1

CHAPTER 2 Doing the Right Things for the Wrong Reasons 17

CHAPTER 3 Not All Customers Are Good Customers 33

CHAPTER 4 When Customers Speak—Who Hears Them? 45

CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59

CHAPTER 6 It Takes Two to Be Engaged 77

CHAPTER 7 Customer Focus Is a Process—Not an Event 101

CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123

CHAPTER 9 Managing Change, Performance, and Talent 151

CHAPTER 10 Leveraging Your Culture and Value Chain 187

Index 209

BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.

JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.