Table of Contents –
Part 1 The Customer World
Part 2 The Customer Business
Part 3 The Customer Champions
Appendix The Genius Lab
Table of Contents –
Part 1 The Customer World
Part 2 The Customer Business
Part 3 The Customer Champions
Appendix The Genius Lab
Hello, I am your customer. Do you see the world like I do? It's
simple really. Start with me, and everything else follows. Together we can do
extraordinary things. Are you ready?
Building
a customer-centric business
Customers
are now in control of our markets, demanding that we do business on their
terms. Their expectations are high, and loyalty is rare. They are individual
and emotional, well informed and highly organized. They know what they want,
and only accept the best.
Customers
are the lifeblood of organizations, increasingly the most valuable assets.
Products are commoditized and capabilities can be sourced. Insights and
relationships are your competitive advantage. This requires you to think more
holistically, and act differently.
Peter
Fisk, a leading customer and business strategist, proposes a new blue print for
building a customer-centric business; proving that the right customer
strategies, based on deeper customer insight, driving more compelling
propositions and distinctive experiences, can engage those 'wonderful people'
we call customers.
10 building blocks, 30 practical tools,
50 inspirational stories
From
Amazon to Banyan T4ree, Quintessentially to Zipcars, explore 50 of the world's
leading customer businesses. The rise of Air Asia, and the collaboration of
Boeing; the segmented focus of Club Med, and the customer vision of Disney; the
imagination of caper, and the desire for the Nintendo Wii; the realism of Dove
and the tribal loyalty of Harley Davidson. The 'genius' of a customer-centric
business is hat it words from the outside in. It attracts, serves and retains
the best customers as its route to profitability and growth.
Is n't
it about time you started doing business from the outside in?
Genius = intelligence + imagination =
extraordinary results
Selling Rights | Indian Sub-Continent Only |
Packing Weight | 0.5 kg |
ISBN | 9788126523450 |
Author | Peter Fisk |
Publisher | Wiley Publication |
Language | English |
Page count | 394 |
Book Format | Paperback |