Anticipate : knowing what customers need before they do

Anticipate : knowing what customers need before they do / Jeff Tobe, Bill Thomas.

Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospital...

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Bibliographic Details
Main Author: Tobe, Jeff
Other Authors: Thomas, Bill, 1955-
Format: eBook
Language:English
Published: Hoboken, N.J. : John Wiley & Sons, 2013.
Subjects:
Customer relations.
Strategic planning.
BUSINESS & ECONOMICS > Consumer Behavior.
Customer relations
Strategic planning
Online Access:Click for online access
Table of Contents:
  • Strategy: creating and destroying customer value
  • Doing the right things for the wrong reasons
  • Not all customers are good customers
  • When customers speak who hears them?
  • Input is vital but involvement multiplies the value
  • It takes two
  • Customer focus is a process, not an event
  • Culture, the soft stuff is the hard stuff
  • Managing change, performance & talent
  • Leveraging your culture and value chain.

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