Anticipate: Knowing What Customers Need Before They Do - Hardcover

Thomas, Bill; Tobe, Jeff

Hardcover

ISBN 10: 1118356918 ISBN 13: 9781118356913

Publisher: Wiley, 2012

Synopsis

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 hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty – and the profitability that comes with it. 

• Explains proprietary methods―such as the Customer Focus Maturity Model ® and Value Chain Labs ® ―that teach readers the steps and tools organizations use to create, drive and optimize their customer focus.
• Authors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500’s, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain.

Anticipate will provide you with field-proven steps, tools and examples that you’ll use to take your customer-focused strategy, execution and culture to the ideal level. 

About this title

About the Author

BILL THOMAS is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model^®, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them.

JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.

From the Back Cover

Much of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus?

Anticipate provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary tools such as the Customer Focus Maturity Model^® and Value Chain Labs^® it explains, in detail, how to develop a customer/supplier relationship that helps both sides anticipate where they need to go. You'll learn:

• How to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results
• The three levels of implementation as defined by the Customer Focus Maturity Model^® and specific techniques to move your organization further along within a given stage, and from one stage to the next
• How to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping
• How to define and deliver unique value at each customer/supplier touch point
• How to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain

Anticipate shows you the way to partner with and walk alongside a customer to build an ideal experience together and eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.

From the Inside Flap

Much of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus?

Anticipate provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary tools—such as the Customer Focus Maturity Model^® and Value Chain Labs^®—it explains, in detail, how to develop a customer/supplier relationship that helps both sides anticipate where they need to go. You'll learn:

• How to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results
• The three levels of implementation as defined by the Customer Focus Maturity Model^® and specific techniques to move your organization further along within a given stage, and from one stage to the next
• How to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping
• How to define and deliver unique value at each customer/supplier touch point
• How to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain

Anticipate shows you the way to partner with and walk alongside a customer to build an ideal experience together—and eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.

Edition details

• Publisher: Wiley
• Publication date: 2012
• Language: English
• ISBN 10: 1118356918
• ISBN 13: 9781118356913
• Binding: Hardcover
• Edition number: 1
• Number of pages: 224