That's Customer Focus!
Differentiate Your Business By
Sharpening Your
Customer Focus or Risk Giving Your Competitors the Advantage!
Do you want to keep the
customers you have without having to buy their business?
Do you want to attract new
customers through word of mouth advertising who want to deal with
you rather than your competitors?
Why compete!
Instead, why not dare to be
different!
You have the choice. You can compete and fight to get every customer
you can, drop prices, add gimmicks, spend a fortune bringing them in
the front door, while they quietly leave through the back door...
OR
You can differentiate your business from your competitors by
becoming a truly Customer-Focused Company!
The-best-of-the-best do this. They know that the only long-term
strategy that effectively creates customer loyalty, long-term
profitability and which strengthens both internal service
performance and productivity is a Customer-Focused strategy.
The best time to do this is
right now and here's why.
Wouldn't you agree that mediocre and poor service is far too common
these days? Would you also agree that customers are becoming more
demanding and expect a better level of service? This creates a
tremendous opportunity for anyone who dares to differentiate by
sharpening their
customer focus. Do you know what your
customers are saying about your service?
It seems
as if a high percentage of business people everywhere are so pre-occupied with
currency values, production costs and the impact of the current
economy, that they have forgotten one simple truth; sharpened
customer focus and service excellence are valued by customers and
this leads to long-term customer retention and loyalty.
Yes,
customers want value for their hard earned cash, and some will
always be attracted by the best price in town.
But customer
research continually confirms that a greater
percentage of customers see value in dealing with a company
they can trust and whom they believe values their business by
providing them with products, services and a level of personal
service which is better than they would get elsewhere. The impact of
the economy and operational efficiencies are important but not at the
exclusion of what your customers' value most.
Maximizing
Customer Focus and Customer Value is a long-term profit strategy!
That's Customer Focus! is a practical,
hands-on guide which gives you the knowledge and tools you need to
become a Customer-Focused organization.
It does not matter how
big or small your company is. There is something in this book for
everyone who is interested in creating long-term customer loyalty
and retention.
That's Customer Focus!
contains almost 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.
This is a tremendous value for only
$24.95.
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.
You can pay
high priced consultants thousands of dollars to help you enhance
customer focus or you can buy this book and do-it-yourself.
I know this sounds conceited
but that is not my intent. I simply wanted to make the point that this
book will give you the knowledge and tools you need to enhance customer
focus throughout your entire organization. Why pay thousands when you
can get access to the strategies, approaches and tools you need to for
$24.95, guaranteed!
Some of you may remember the movie "Network". In the movie one of
the main characters looks into the camera and yells "I'm mad as
hell. I can't take it any more!" When it comes to poor and mediocre
service that might as well be me.
As naive as this might sound, I
wrote this book in the hope that just maybe, it might make a
difference. That just maybe it might help a business owner, manger,
supervisor or team leader develop and implement an effective
customer-focused strategy.
That just maybe it might help you.
I am not suggesting that you are not customer-focused. You may be.
You may wish to ask yourself, "How do I know for sure? What more can
I do?" Chances are you will find ideas, concepts and approaches
detailed in this book that you have not considered. Given the price
and the guarantee it is certainly worth checking out.
For close to 20 years
we have been working with companies to help them achieve greater
customer focus and service excellence. In that time we have
accumulated considerable knowledge and experience in what business
owners, mangers and employees need to do in order to develop and
implement a comprehensive strategy and action plan which will
sharpen customer focus throughout their entire organization.
All of this experience has been captured in this amazing e-book.
"This exceptional e-book
presents proven and critical 'best practice' strategies
and supporting tactics which
will help you to create or enhance customer focus in your
organization."
In today's competitive marketplace, satisfying your customers is no
longer
enough. Can you afford to take any chances?
Customer-Focused
companies, departments and teams enjoy greater customer
retention, loyalty, internal cooperation (service), perceived value,
customer-friendly processes, improved workflow, employee retention
and morale, and profitability. This is because they know
what their customers want and expect and continually look for ways
to deliver a level of service which exceeds these.
They are
relentless in their pursuit of creating customer value, not just on
the frontline but throughout their entire organization and...
That's Customer Focus!
Please don't forget that if your competitors are more
Customer-Focused than you, they are hurting your business where it
counts most...The Bottom Line!
By the time you have finished this
e-book, you will be able to develop and implement a detailed
action plan for how you will maximize customer focus throughout your
organization, department or team.
Here are just some of the other things you
will be able to do as a result of reading this book. You be able to:
-
Define
customer focus for your unique organization.
-
Build a business case for
implementing a customer focus business strategy.
-
Understand the impact of customer
expectations on your business and what it takes to wow
customers into becoming your biggest fans.
-
Listen to the voice
of the customer and use this information to create value and
customer loyalty.
-
Map your customers’
journey through your organization so you can make changes which
will significantly impact your customers’ perceptions of your
business.
-
Establish and
reinforce customer-focused service values and standards
throughout your organization.
-
Strengthen internal
“service” cooperation and partnering in order to ensure that all
you employees work towards ensuring every customer experience is
a positive one.
-
Understand the
leadership skills
managers and supervisors must employ in order to in create
and sustain a
customer-focused environment.
-
Determine what training your
staff will need in order to become customer-focused and how to
do it.
-
Use service recovery
pro-actively and use this to create customer loyalty.
-
Determine what to measure in order to
sustain a customer-focused environment.
-
Understand the impact your current
systems, policies and procedures have on your employees’ ability
to focus on the customer and determine what is required to align
these to at the very least
meet customer expectations.
All of this is accomplished through
the use of stories, case studies, real world examples, plain talk
narrative, detailed explanations, application exercises, job aids,
worksheets, planning tools
and more. So why not download your copy right now.
For more information, continue to scroll down this page
or click on any of the following topics:
A Survival Guide to Customer Focus
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)
Testimonials
Other That's Customer Focus! products
Why an
E-book instead of hard copy
The
Guarantee
P.S. We
want your feedback
"This e-Book
is a Manager's
Survival Guide to Customer Focus"
One of our readers described That's Customer Focus! as a survival
guide to Customer Focus.
The practical action
steps presented in this "How To" book are guaranteed to positively
impact your customers, your employees, your suppliers and most
importantly, Your Bottom Line.
That's Customer Focus!
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?
You can learn what the
best-of-the-best already know and do.
Return to topic menu
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.
Return to topic menu
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 in this incredible resource. All for
$24.95,
if you buy right now!
And there’s more!
Buy
That's Customer Focus!
for the low introductory price of
$24.95 and we will give you the following bonus items
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.
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)
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.
We
have also created an exceptional follow-up resource called
Chapter 2: What is a Customer-Focused Organization?
gives
examples of how phone messages, voice mail and email can be used
to demonstrate customer commitment