The Customer Driven Company PDF Download
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| Author | : Richard C. Whiteley |
| Publisher | : Addison-Wesley Longman |
| Total Pages | : 328 |
| Release | : 1991-07-21 |
| Genre | : Business & Economics |
| ISBN | : |
Download The Customer-driven Company Book in PDF, ePub and Kindle
Customer satisfaction is now the buzz word on every executive's lips. This book, based on the Forum Corporation's in-depth research, provides any manager with a proven, step-by-step program for investigating, promoting, measuring, and rewarding the product and service excellence that leads to true customer loyalty. With both leadership techniques and problem-solving tools, this is the most practical book ever written on giving the customer what the customer wants.
| Author | : Travis Lowdermilk |
| Publisher | : O'Reilly Media |
| Total Pages | : 211 |
| Release | : 2020-02-24 |
| Genre | : Business & Economics |
| ISBN | : 1492058688 |
Download The Customer-Driven Culture: A Microsoft Story Book in PDF, ePub and Kindle
If you’re striving to make products and services that your customers will love, then you’ll need a customer-driven organization. As companies transform their businesses to meet the demands of the digital age, they find themselves grappling with uniquely human challenges. Organizational knowledge becomes siloed, employees move to safeguard their expertise, and customer data creates polarization and infighting between teams. All of these challenges widen the distance between the people who make your products and the customers who use them. To meet today’s challenges, companies need to do more than build processes for customer-driven products. They need to create a customer-driven culture. With the help of his friend and mentor Monty Hammontree, Travis Lowdermilk takes readers through the cultural transformation of the Developer Division at Microsoft. This book shows readers how to "hack" their culture and reduce the distance between them and their customers’ needs. It’s a uniquely personal story that’s told amidst a cultural revolution at one of the largest software companies in the world. This story acts as your guide. You’ll learn how to: Establish a Common Language: Help employees change their thinking and actions Build Bridges, Not Walls: Treat product building as a team sport Encourage Learning Versus Knowing: Help your team understand their customers Build Leaders That Build Your Culture: Showcase star employees to inspire others Meet Teams Where They Are: Make it easy for teams to to adopt vital behavior changes Make Data Relatable: Move beyond numbers and focus on empathizing with customers
| Author | : Joe Heapy |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 217 |
| Release | : 2018-07-03 |
| Genre | : Business & Economics |
| ISBN | : 0749483024 |
Download Customer-Driven Transformation Book in PDF, ePub and Kindle
Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into compelling services that will delight your customers. How did companies like Netflix, Airbnb and Uber revolutionize industries and win loyal followers? They started here. By thinking about what customers need foremost, you can reinvent your value proposition and deliver services that work. Customer-Driven Transformation shows how to instill an outside-in approach to strategy, moving away from management that's technology, marketing or resource optimization-led, towards being customer-inspired and experimental with innovation. It is a practical guide for any business to lead a transformational programme and use design thinking to change how services are created, ensuring they are expertly designed, elegant in use and advance in customer-mindedness. With ground-breaking case studies from the likes of E.On Energy, Hyundai Motor Company and Bupa, this cutting-edge book will empower companies to take control of customer experience and deliver long-lasting and impactful change. Focusing on one of the hottest management topics, it is an inspiring read for any business leader to understand how to reinvent their value proposition, gain market share and win customers.
| Author | : Richard C. Whiteley |
| Publisher | : Random House Business Books |
| Total Pages | : 328 |
| Release | : 1991 |
| Genre | : Consumer satisfaction |
| ISBN | : 9780712652353 |
Download The Customer Driven Company Book in PDF, ePub and Kindle
| Author | : Lance B. Coleman Sr. |
| Publisher | : CRC Press |
| Total Pages | : 120 |
| Release | : 2017-07-27 |
| Genre | : Business & Economics |
| ISBN | : 104008267X |
Download The Customer-Driven Organization Book in PDF, ePub and Kindle
Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front.Exploring the Kano Model, The Customer-Driven Organization: Emplo
| Author | : Peter Fader |
| Publisher | : University of Pennsylvania Press |
| Total Pages | : 136 |
| Release | : 2018-10-30 |
| Genre | : Business & Economics |
| ISBN | : 1613631413 |
Download The Customer Centricity Playbook Book in PDF, ePub and Kindle
A 2019 Axiom Business Award winner. In The Customer Centricity Playbook , Wharton School professor Peter Fader and Wharton Interactive's executive director Sarah Toms help you see your customers as individuals rather than a monolith, so you can stop wasting resources by chasing down product sales to each and every consumer.
| Author | : Travis Lowdermilk |
| Publisher | : "O'Reilly Media, Inc." |
| Total Pages | : 254 |
| Release | : 2017-06-20 |
| Genre | : Business & Economics |
| ISBN | : 1491981229 |
Download The Customer-Driven Playbook Book in PDF, ePub and Kindle
Despite the wide acceptance of Lean approaches and customer-development strategies, many product teams still have difficulty putting these principles into meaningful action. That’s where The Customer-Driven Playbook comes in. This practical guide provides a complete end-to-end process that will help you understand customers, identify their problems, conceptualize new ideas, and create fantastic products they’ll love. To build successful products, you need to continually test your assumptions about your customers and the products you build. This book shows team leads, researchers, designers, and managers how to use the Hypothesis Progression Framework (HPF) to formulate, experiment with, and make sense of critical customer and product assumptions at every stage. With helpful tips, real-world examples, and complete guides, you’ll quickly learn how to turn Lean theory into action. Collect and formulate your assumptions into hypotheses that can be tested to unlock meaningful insights Conduct experiments to create a continual cadence of learning Derive patterns and meaning from the feedback you’ve collected from customers Improve your confidence when making strategic business and product decisions Track the progression of your assumptions, hypotheses, early ideas, concepts, and product features with step-by-step playbooks Improve customer satisfaction by creating a consistent feedback loop
| Author | : Peter Fader |
| Publisher | : |
| Total Pages | : 128 |
| Release | : 2012 |
| Genre | : Business planning |
| ISBN | : |
Download Customer Centricity Book in PDF, ePub and Kindle
Not all customers are created equal. Despite what the tired old adage says, the customer is not always right. Not all customers deserve your best efforts: in the world of customer centricity, there are good customers...and then there is pretty much everybody else. Upending some of our most fundamental beliefs, renowned behavioral data expert Peter Fader, Co-Director of The Wharton Customer Analytics Initiative, helps businesses radically rethink how they relate to customers. He provides insights to help you revamp your performance metrics, product development, customer relationship management and organization in order to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.
| Author | : Thomas F. Wallace |
| Publisher | : Oliver Wight Limited Publications |
| Total Pages | : 318 |
| Release | : 1992 |
| Genre | : Business & Economics |
| ISBN | : |
Download Customer-driven Strategy Book in PDF, ePub and Kindle
Customer Driven Strategy Thomas F. Wallace Strategic Planning, in many companies, consists of annual treks to resorts for two days of planning and one day of golf. These strategy "retreats" often produce impressive, bound plans, which tend to collect dust on the bookshelves of managers throughout the company. The net impact on the business is obviously nil. Despite this annual performance gap, developing a dynamic operating strategy is essential to the survival and success of every enterprise. It's also critical for companies to develop a viable strategy by creating customer-driven plans, focused on consistently delivering value to the customer in every aspect of a company's operation. Customer-Driven Strategy takes you beyond the traditional approaches to planning and strategy implementation. It brings the reality of delivering value to your customers into the essential aspects of your business. It helps you to create, implement, and manage a flexible, dynamic plan that's committed to your customer. Tom Wallace shows how to develop this customer-driven perspective by implementing a holistic, fully integrated strategic approach in the following areas: Initiating a customer-driven planning process Leveraging continuous-improvement initiatives Developing innovative approaches in high performance work teams Creating a learning environment that fosters constant innovation Maximizing the market impact of new products Using planning and control systems to their greatest potential Sustaining new partnerships with suppliers for competitive advantage Developing accurate, effective performance measures Implementing customer-driven strategies for the maximum benefit of the business-and your customers Packed with practical advice and guidelines, Customer-Driven Strategy gives you the proven tools and techniques to realize significant improvements in your company's operations-today. In addition, you can learn how Hewlett Packard, Steelcase, Tellabs, and other companies dramatically improved their performance through customer-focused strategic planning.
| Author | : Jeanne Bliss |
| Publisher | : John Wiley & Sons |
| Total Pages | : 295 |
| Release | : 2015-06-15 |
| Genre | : Business & Economics |
| ISBN | : 1119047609 |
Download Chief Customer Officer 2.0 Book in PDF, ePub and Kindle
A Customer Experience Roadmap to Transform Your Business and Culture Chief Customer Officer 2.0 will give you a proven framework that has launched and advanced the customer experience transformation in businesses in every vertical around the world. And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers. 1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view. Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners. She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).
