Customer Focus Books
1.
That's Customer Focus, and
2.
The Customer Focus Companion
Two outstanding books
to help you maximize Customer Focus in your organization.
Customer Focus is an aligned, organization-wide and unwavering
commitment to service excellence, leading to customer loyalty and
advocacy. The result is sustainable profitability.
In a Customer-Focused organization,
Leadership, Processes and People are customer-aligned. This requires
three things:
-
Every
action is shaped by a relentless commitment to meeting and
exceeding customer expectations regarding product and service
quality.
Customer touch points and
supporting internal processes
are
constantly evaluated
and improved
to meet or exceed those expectations.
Every
employee
understands what he/she must do in order to maintain and add
value to every relationship with both the paying customer and
those within the organization that rely on them for the work
they do.
About That's Customer
Focus
That's Customer Focus! guides you through what you need to know
and
all of the steps you need to take in order to achieve these three
things and maximize customer focus throughout your
entire organization.
Based on 20 years of hands-on practical expertise and extensive
research of proven best practices, this book will enable you to develop and implement a comprehensive action
plan for embedding customer focus throughout your entire
organization, department or team.
"This book outlines a winning strategy for embedding customer
focus throughout your organization." - Eric F., Toronto
It provides detailed,
step-by-step instructions on what you need to do to create customer
focus throughout your entire organization. We describe in detail, 12
proven 'best practices' strategies which you can learn from and use
to create your own customer focus strategy and implementation plan.
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.
This book
contains 200 (8˝ X 11)
pages of detailed explanations, real world examples, stories and
case studies as well as exercises and worksheets which have been
designed to help you achieve greater customer focus in your
organization, company, department or team.
This
excellent book is available in paperback or e-book.
And, when you purchase
the e-book versions of these products you also get a
60 day money
back guarantee which is as follows: .
"ClickBank sells these products - they are
a trusted online retailer specializing in digitally delivered
products.". ClickBank will, at its option,
replace or repair any defective product within 60 days from the date
of purchase. After 60 days all sales are final. ClickBank does
reserve the right to alter or revise its return policy at any time."
For more detailed information about this
terrific book, please
click here
About The Customer
Focus Companion
You’ve
read That's Customer Focus! and you’ve decided to take the next step and put what you now know
into action.
So
many things to do.
How
do you keep yourself organized and stay on target?
This invaluable e-Book resource will not only
help you to stay on track but it will also leverage every action you
take using a proven highly structured approach. This resource is
downloaded in a PDF format which is viewed using Acrobat Reader V7
or later.
The Customer Focus! Companion
includes:
Specific details on how to set-up your Customer
Focus team and structure team meetings to get maximum benefit.
It
includes a 20 page action planning tool to help you document and
translate what you learned from reading
That's Customer Focus!
and create your own personal action plan for how you will become a
customer-focused leader.
Each Activity has been
carefully selected and
designed to help you accomplish the following:
-
Develop a Team Vision
-
Establish Team Goals, Roles and Ground
Rules
-
Bringing Your Service Values to Life
-
Identify Your Internal Business Partners?
-
Gather Internal Partners’ Requirements
-
Respond to Internal Partner Requirements
-
Identify Moments of Truth and Critical
Customer Incidents
-
Moments of Truth and Cycles of Service
-
Identify and remove Coffee Stains
-
Develop a plan for Listening to the Voice
of the Customer
-
Identify and remove Service Obstacles
-
Solve Team Problems
-
Build Recovery Strategies
-
Organize a Customer Focus EXPO
And there’s more.
We have included a
Critical Actions Checklist and Planner
to keep you organized.
AND
Examples and
explanations of Six different
problem-solving tools and techniques to help you resolve
a wide variety of complex service problems.
AND
Some
checklists to keep your service
improvement team
organized.
All this for only
US$29.95
Click
here to buy now
For
more detailed information about this terrific book, please
click here
And, when you purchase
the e-book versions of these products you also get a
60 day money
back guarantee which is as follows: .
"ClickBank sells these products - they are
a trusted online retailer specializing in digitally delivered
products.". ClickBank will, at its option,
replace or repair any defective product within 60 days from the date
of purchase. After 60 days all sales are final. ClickBank does
reserve the right to alter or revise its return policy at any time."
If you would prefer classroom
based training on these great subjects
click here
