The Customer Is Ceo: How to Measure What Your Customers Want-And Make Sure They Get It

Massnick, Forler

ISBN 10: 0814403468 / ISBN 13: 9780814403464

Published by Amacom Books, 1997

About this Item

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Bibliographic Details

• Title: The Customer Is Ceo: How to Measure What Your Customers Want-And Make Sure They Get It
• Publisher: Amacom Books
• Publication Date: 1997
• Language: English
• ISBN 10: 0814403468
• ISBN 13: 9780814403464
• Binding: hardcover
• Condition: Very Good

About this title

Synopsis

Being a customer-centered company means a lot more than simply measuring customer satisfaction. It means focusing all assets and decisions on the customer's wants and needs. In other words, treating them like top dog.

The Customer Is CEO supplies a framework for shifting to a strategic new customer focus. It will enable executives and managers to:

** evaluate where they are now
** determine what functional departments, like human resources, finance, production, and plant operations, need to be doing to become more customer-focused
** craft a compelling vision statement for the company
** relate customer satisfaction to quality, reengineering, the learning organization, teamwork, leadership -- and more!

About the Author

Forler Massnick (Wayzata, MN) is the founder and president of Customer Inc., a consulting firm specializing in customer satisfaction measurement. He has been a vice president at four Fortune 500 companies and has worked with clients in the areas of marketing, strategic planning, communications, and finance.