That's Customer Focus! - The Series
Proven
techniques to help you create a Customer-Focused Organization
- Guaranteed!
If you have already reviewed our detailed
description of That's Customer Focus!, why not
click here and skip all of the topic items
below and go straight to the Table of Content description. The
Content breakdown, the price and the bonus offer are the only
things that are different.
If not, please read on.
That's
Customer Focus! presents 12 proven and critical strategies which will
help you to accomplish this by creating or enhancing customer focus in your organization. - Guaranteed!
 You can
purchase a complete version of That's Customer Focus! or, if you
prefer you can purchase it in smaller components, That's Customer
Focus - The Series.
You may be wondering why we did this. Some of you may prefer to test
the water and build your Customer-Focus strategy one step at a time.
Or perhaps you are skeptical and don't want to part with your
hard-earned cash even though we offer a money-back guarantee.
Whatever your reasons, we just wanted to make it easy for you to
take advantage of our expertise.
That's Customer Focus!-The
Series
is a Four Part series which
maps out exactly what you
need to know and do in order to
achieve greater customer focus.
 It's much more than simply
another book about customer service. It is a practical,
hands-on guide to help you achieve greater customer focus in
your company, organization, department or team.
This
e-Book four part series contains more than 200 (8½ X 11) pages filled with essential
information, examples, stories, case studies, illustrations,
exercises, worksheets and tools which you can use to build a
Customer-Focused Organization which is the envy of your competitors.
Each part is downloaded in a pdf format which is viewed using Acrobat
Reader V7 or later.
 This is a tremendous value for only
$8.95 for each part in the series.
And
We Guarantee It.
If
you don’t learn anything or find anything in this book that can help
you move your company or department towards true customer focus,
we’ll give you your money back.
 For more information, continue to scroll down this page
or click on any of the following topics:
What this e-book
will do for you
About the authors
Table of
Contents
Excerpt
from Chapter One (pdf file)
Price and bonus items
Assess
your current level of Customer Focus (free online self-assessment)
Characteristics of a Customer-Focused Organization
Why
customer focus is a critical business strategy
Testimonials
Why an
E-book instead of hard copy
The
Guarantee
P.S. We
want your feedback
What this e-book will do for
you
"This e-Book
is a Manager's
Survival Guide to Customer Focus"
 The practical action
steps presented in this "How To" series of e-books are guaranteed to positively
impact your customers, your employees, your suppliers and most
importantly, Your Bottom Line.
That's Customer Focus!
- The Series
offers a systematic approach for turning your organization
into a truly Customer-Focused Organization.
This book will help you understand
customer service from the
customer's point of view. It shows you how to create customer
loyalty and improve profitability through customer retention.
It goes beyond mere customer satisfaction and explains why
exceeding customer expectations is critical to creating customer
loyalty. It explores customer-focused leadership and its
role in creating job satisfaction and it shows you how employee satisfaction
is strategically linked to customer satisfaction. It shows
you how to listen to the voice of your customers and describes not
only what to listen for, but what to do with this critical
information. It offers tools, tips and approaches to help you
provide your employees with the customer service training
they need, and more.
Would you be willing to invest your time in creating an
organization:
-
that others aspire to be like because of your exceptional
customer service?
-
where you have extensive
customer loyalty and the
resulting customer retention?
-
where
employee service performance and operational
performance are optimized?
-
where employees want to work and give it their all every day
because of high levels of job satisfaction?
-
where customers brag about dealing with you and tell others how
great it is to deal with your company?
Truly
customer-focused organizations have this.
And you can too!
You can learn what the
best-of-the-best already know and do.
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About the Authors
Ray Miller
 For
the past 20 years Ray has worked with a wide range of organizations in
the development and implementation of customer focus and training
solutions that get results. Ray helps his clients achieve improved
service performance by providing training solutions that are highly
targeted and strategically linked to operational goals and objectives.
The training provided is based on sound research and employs proven
concepts and methodologies which are delivered in the most appropriate
way to achieve the desired changes in mind-set and performance.
In his
past experience Ray has headed the Sales and Service training group for
one of Canada’s largest Banks, been training practice leader for the
consulting firm Stevenson Kellogg and worked with clients, both large
and small on training initiatives in Financial Services, Manufacturing,
High Tech, Construction, Aviation, Healthcare and Hospitality industries
in Canada, the United states and abroad.
He
is a gifted writer and facilitator who has been described as both
knowledgeable, motivational and humorous. Drawing from his extensive
business experience, his focus is on the practical rather than
theoretical.
Laura Miller
 Laura
Miller is a Human Resource Development specialist and Master
Training Designer with over 20 years’ experience in research,
design, instruction, and consulting.
Since 1987, Laura has designed and
delivered hundreds of highly effective training programs ranging
from technical skill enhancement to management development, and
service quality and service leadership which are linked to corporate
and operational objectives. She has developed and implemented
numerous needs assessment and/or 360 degree assessment tools and
processes, combined with the development of competency models and
curriculum planning for a wide range of organizations during her
career.
Laura is also a gifted writer, speaker
and facilitator and has conducted many training programs, public
speaking engagements and facilitated numerous information and
problem-solving meetings in Canada and the United States spanning
the range from executive management to frontline employees.
In a consulting capacity, Laura has worked with numerous
organizations and business units to define development needs,
develop strategies and tactical plans, design and deliver learning
solutions, and evaluate outcomes against objectives
For over 20 years we
have been working with companies both across North America and
internationally, helping them to improve customer service,
service quality, customer-focused leadership and more. In that time
we have accumulated considerable expertise in what companies need to
do to differentiate themselves from their competition and win customer loyalty.
It would cost
you thousands of dollars to learn what we know.
Now you can
get this knowledge for a fraction of its true value.
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What is
covered in this book?
Click here to view the Table of Contents and outcomes
of each chapter
Click here
to download an excerpt from Chapter 1
Price and bonus items
Consultants would charge you hundreds if not thousands of dollars for
the knowledge we provide you is this incredible resource. You can
purchase each part for only $8.25 so why not purchase Part 1 right now!
And there’s more!
Buy
Part I
of That's Customer Focus!
for the low price of
$8.95 and we will give you the following bonus item
at no extra charge.
 Customer-Focused
Leadership - Online self-assessment.
This exceptional online
assessment tool will enable you to assess your current level of Customer-Focused Leadership.
(Value $25.00)
This unique online
assessment will help you to identify your strengths as well as areas
which require development in all of the proven dimensions of
Customer-Focused Leadership.
When you purchase Part II you will also get the following:
 Are
You a Multi-Dimensional Coach?
This online self-assessment will help you to identify
how effective you are as a Coach
based on five unique dimensions of coaching. (Value $25.00)
When you purchase Part III you will also receive:
A Free Snazzy Alarm Clock
 This
amazing absolutely free computer
screen clock is courtesy of our friends and associates at I and A
Research Inc.
Snazzy Clock can wake
your laptop (from standby mode) in the morning ten minutes before the
alarm and sounds a gorgeous gong when it's time to wake. You can also
use it to:
-
Set an alarm when a
meeting is scheduled to end
-
Remind yourself when
it's time for lunch, dinner
-
Wake up in your
hotel room from your laptop
-
Watch an educational
video (see below)
 Every
month you can click "This Month's video" to see an educational video
that launches from inside the clock to teach you how to use a new I & A
Research technology.
Position it anywhere on
your desktop, even on a secondary screen
Docking mode can
automatically hide the clock off the screen until you need it.
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Why customer focus is a
critical business strategy
There are several reasons why creating or enhancing your
customer focus is a critical business strategy. Here are the top
three.
Truly customer-focused organizations:
-
Have more loyal customers. A 5% increase in
customer loyalty can contribute from 25% to 125% directly to
your bottom line.
...
would you be interested in learning how to generate $1,000's in
loyalty-based revenue?
-
Enjoy significantly better operational
efficiencies and substantially lower re-work costs normally
associated with poor service quality. The cost of poor service
quality can range between 25% and 35% of operating expenses.
...would
you be interested in finding out
how you can reduce these expenses
by $1,000's of dollars?
-
Enjoy the benefits of
improved
employee performance,
job satisfaction, loyalty and departmental
productivity. So, not
only can you reduce customer churn but you can retain your best
employees
...would you be interested in finding out how?
That's Customer Focus!
maps out exactly what you
need to know and do in order to
achieve this and more.
Whether
you are a business owner, senior executive, manager or supervisor
this book will provide you with a game plan, tactics and targeted
actions for how you can strengthen customer focus.
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Assess your current
level of Customer Focus
How Customer-Focused
Are You?
You may be thinking that
you and your organization are quite customer-focused already. You are not
alone and you may be right.
But consider this. In a survey conducted by
Bain & Company 362 firms were assessed. Eighty (80) percent believed
they had a high level of customer focus and delivered a "superior
experience" to their customers.
But when their customers
were asked about their own perceptions, they found that they rated
only 8 percent of companies as truly delivering a superior
experience.
In the world of customer
focus, whose perception is more important? Obviously, the customer’s
perception. In a highly competitive marketplace can you afford to
take any chances?
If you are not sure how
Customer-Focused your company is, why not take a minute to take a
short, unbiased, online assessment survey to find out. Click on the
link above and take our assessment. You will get immediate feedback
which will rate just how customer-focused you are.
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Characteristics of a
Customer-Focused Organization
Truly Customer-Focused Organizations share a number of common
characteristics. These organizations:
-
Embed
a shared vision of service into their organization and define a set
of clear service values
-
Communicate and reinforce a deep
commitment to the customer among employees
-
Recognize that every function in the
company has an impact on the customer
-
Develop and implement support functions
that teach and reinforce service behaviors
-
Define the unique and pivotal role
managers and supervisors play in reinforcing quality and service and
train them to be customer-focused leaders
-
Recognize that Customer Satisfaction is a
reflection of Employee Satisfaction
-
Align their processes and procedures to
ensure a quality customer experience
-
Train managers, supervisors and employees
to reinforce service behaviors
-
Define performance standards for staff
that illustrate service behaviors and expectations
-
Utilize pro-active service recovery as a
means to strengthen customer relationships
-
Provide recognition and reward for
employees who exemplify stellar service
-
Use data to measure the efficiency of
internal processes
These characteristics form the basis of the 12 proven
strategies present in this book. We explain how you
can embed these into your own organization.
"Customer Service or Customer
Focus Training Seminars"
Getting away to attend training can be a
big
challenge for many. On the other hand, having a book at
your fingertips which provides you with a customer focus
game
plan so that you can deploy the service training
and change processes you need to create a truly customer-focused
organization for this price is a pretty great deal.
You could spend hundreds or even thousands of
dollars attending customer service or customer focus
training seminars or you can begin learning how to
create a Customer-Focused Organization for only $8.95. The come back
and buy the remaining parts in the series for $8.95 each.
Return to topic menu
Testimonials
Why
not take your first step on your journey to improved customer focus,
performance and profitability?
Return to topic menu
Why an E-book instead of
hard copy
Some of
you may prefer a hard-copy book rather than an e-book. I used to be that
way myself. Then a few years ago my daughter encouraged me, as only a
daughter can, to be more environmentally conscious. My decision to
publish in an e-book format was made in the hope that we could save a
few trees.
As I
explored e-book publishing, I learned a few more good reasons for
e-books. You can produce pages in color which is more interesting to the
eye. Color printed books are extremely expensive and black and white
print can be a bit bland. You can also adjust the size of the page to
make it larger or smaller so reading is easier on the eyes. And you can
print only those pages you need when you want to work on one of the
activities or exercises contained in the book.
So if you
are inclined to prefer a hard copy book, why don’t you help me save a
tree or two and try an e-book, like this one.
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The Guarantee
This
is a great offer. You get the e-book, some great added value bonus
item and a money back guarantee!
Remember,
if
you don’t learn anything or find anything in this book that can help
you move your company or department towards true customer focus,
we’ll give you your money back.
Buy
That's Customer Focus!
-The
Series
Today.
Buy
That's Customer Focus! -
The Series
Part I
Click Here
Buy
That's Customer Focus! -
The Series
Part II
Click Here
Buy
That's Customer Focus! -
The Series
Part III
Click Here
Buy
That's Customer Focus! -
The Series
Part IV
Click Here
If
you don’t learn anything or find anything in this book that can help
you move your company or department towards true customer focus,
we’ll give you your money back. Guaranteed.
P.S. We want your feedback
If you have
decided not to purchase your own copy of That's Customer Focus! we
would greatly appreciate knowing why. We would be most grateful if you
would complete a short feedback
survey so we can learn more about what is important to our
customers and visitors. Please
click here
to access our feedback survey. We promise this is not a ploy to get
your email address. We really do want to know what you think. In fact,
if you do provide your email address in the survey, we will send you a
free copy of Part I of
That's Customer Focus! - The Series. We really
do want to know what you think.
For more information on our programs or how we may be of help please
contact us
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provides an
analysis tool to help you determine the current state of your
service recovery methods