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Deliver Exceptional Service, Retain Customers, Earn Customer Loyalty, Create Sustainability, Become a Customer-Focused Organization from the inside-out: "That's Customer Focus !"
Get the facts on why customer focus is a winning business strategy and use the detailed instructions in this book to transform your organization into one which is truly customer-focused!
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.
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.
Has been awarded 5 star ratings on Amazon.
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
We explain how to use proven "customer focus" best practices so you can:
create long-term customer retention and loyalty,
continually listen to the voice of the customer,
create a long-term loyalty-based revenue stream,
align your systems, people and processes with what your customers value,
differentiate your organization through the delivery of exceptional service and attract new business,
improve employee performance, retention and morale.
Containing 200 81/2 X 11 pages you will find:
real situational examples and case studies,
actual stories which describe customer-focused excellence,
detailed explanations and examples of how to implement each best practice,
clear easy-to-follow, step-by-step instructions,
reproducible assessment, planning, management and evaluation forms and tools.
A detailed listing of the specifics of what you will be able to do as a result of reading this book is provided below.
We have also provided research data, testimonials, rationale, and more details about this great book on this page.
I hope you will find our books and this web site interesting and helpful.
... And if you are so inclined, please consider purchasing a copy of this book.
If you get your customers' experience right, especially in this unsettled economy, they will reward you with a greater share of their wallets now and in the future.
Thanks for your time.
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