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The Customer-Base Audit: The First Step on the Journey to Customer Centricity
by Peter Fader Bruce G.S. Hardie Michael RossAs a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures.But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base.A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems. It will help you answer questions such as:-- How healthy is your customer base? How realistic are your growth objectives?-- How do your customers differ in terms of their behavior and value?-- How has the quality of your customers changed over time?-- What changes in customer behavior lie behind period-to-period changes in firm performance?-- What is important to your high-value customers? Which products help you acquire and retain your best customers?Fader, Hardie, and Ross present five “lenses” through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions?Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior—and thus their company as a whole.
Customer Behaviour in eCommerce: Case Studies from the Online Grocery Market (SpringerBriefs in Business)
by Šárka Zapletalová Halina StarzycznáOnline shopping is undergoing significant changes around the globe, evolving in the food and non-food segments alike. Representing a vital distribution channel that reaches countless customers, sales from online shopping have long-since exceeded USD 1000 billion per year and are growing steadily. This book is intended for general readers and professionals interested in companies’ strategic orientation in connection with their online format and building and strengthening customer loyalty. In this regard, their business strategies are not considered in their full scope and complexity; instead, the book focuses more narrowly on the relationship between business strategy, buying behavior and customer loyalty.
Customer Care Excellence: How to Create an Effective Customer Focus
by Sarah CookCustomer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that.In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers.This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.
The Customer Catalyst: How to Drive Sustainable Business Growth in the Customer Economy
by Chris Adlard Daniel BausorHow organisations can drive growth in the Customer Economy The Digital Revolution has changed the business landscape in remarkable ways and will continue to do so. Organisations across industries and around the world are being disrupted and digitised at increasing pace – putting far more power in the hands of both customers and end-consumers. The traditional inside-out, functionally-siloed business model, typical of the product and sales-led growth era is over. The Customer Catalyst shows how organisations can put customers truly at the heart of their business and catalyse genuine, sustainable growth. Future business models are no longer about functions – they are beginning to revolve around customers. Customer-led companies will, over time, unpack their static functional activities and transform their structure. Customer advocates already wield massive influence in a customer’s buying process, and this is only set to increase. This is already changing the role and nature of business functions and Sales is no longer seen as the only source of growth. The Customer Economy is placing greater demands on businesses and offers greater rewards to the businesses that meet and exceed customer expectations. This invaluable book will enable readers to: Lead their organisations to more profitable and sustainable growth Transform their organisations to become truly customer-centric with the C-change growth engine Explore in-depth stories from leaders of companies such as Zoom, Signify, Starling Bank, Ritz Carlton, Microsoft and Finastra with frank advice and practical steps to achieve success Help their companies adapt to, and profit from, the new realities of the Customer Economy Gain important insights from business leaders on best practice in key customer-centric growth areas The Customer Catalyst shows businesses how to survive the transition to the Customer Economy, transform to align around today’s dynamic customer needs, and ultimately, drive sustainable business growth.
Customer Centered Selling: Sales Techniques For A New World Economy
by Robert L. Jolles Michael MendelsohnThis revised edition of Robert Jolles’s classic book on sales technique features brand new material throughout, including illustrations, teaching aids, coaching techniques, and true implementation strategies! When you have a process, you have a way of measuring what you are doing. When you can measure it—you can fix it!" Customer Centered Selling teaches the secrets of the world-famous Xerox sales training by reversing the conventional selling practices of searching for customer needs, pitching product, and adopting an order-taking mentality. Jolles provides a systematic, repeatable, predictable approach that teaches how to anticipate and influence behavior by studying and understanding the client’s "Decision Cycle" and critical "Decision Points. " Through the use of case studies, interactive activities, and job aids, anyone—from a seasoned sales professional to a manager or parent—can not only learn the power to influence behavior, but can implement these ideas as well. Put to good use by Toyota, Disney, NASA, Nortel, General Electric, a dozen universities, and more than fifty financial institutions, Customer Centered Selling provides a step-by-step, consultative process that inspires as it teaches.
Customer Centered Selling: Eight Steps to Success from the World's Best Sales Force
by Michael Mendelsohn Robert L. JollesCustomer Centered Selling teaches you the secret of the world-famous Xerox sales training program. For almost two decades, tens of thousands of salespeople have learned the lessons presented here by Robert L. Jolles, the Sales Trainer with the longest tenure working at Xerox Corporation today. The secret, Jolles reveals, is reversing the conventional selling practice. You must focus first on your customer's needs and decision-making process, instead of on the selling process. Jolles provides a systematic approach that teaches you to anticipate -- and influence -- customer behavior as the customer moves through an eight-stage "decision cycle." Only after you understand the steps of this decision cycle, Jolles cautions, are you prepared to match it to your "selling cycle." At the heart of these lessons is the simple but brilliant role-reversing concept of taking an idea and planting it in the mind of your customer -- making the customer believe he or she thought of it first. Jolles teaches a repeatable, predictable selling process that can be adapted or modified to fit any experience that requires the skills of persuasion. The book includes a series of case studies, activities, and exercises that enable you to better understand the principles being taught, so you can immediately apply them to your own unique scenarios. This book is a "must read" for all sales professionals and sales managers and all managers in need of a disciplined approach to persuading others.
Customer-Centric Design: Based on QFD Principles (Best on Quality)
by David Menichelli Glenn H. MazurThis book presents a cutting-edge customer-centric design approach, equipping readers with specific tools to effectively analyze customer needs and develop top-tier designs while taking pricing and competition into account. The meticulously chosen tools, rigorously tested by the authors, are derived from Quality Function Deployment (QFD), a proven method with a 50-year track record of successful implementation across various industry sectors.Customer-Centric Design: Based on QFD Principles introduces a contemporary guide to the design principles of Blitz QFD®, a groundbreaking methodology developed by the QFD Institute over 25 years back. This book is crafted to optimize customer processes, leading to heightened success and increased business opportunities. By tackling customer concerns and concentrating on top-line revenue growth through the sale of high-value goods and services, the book offers a strategic approach to business development. Additionally, it focuses on the fundamentals of QFD prioritization, including the analytic hierarchy process, enabling more precise measurement of customer priorities and critical design decisions. Moreover, the book is compliant with the new ISO 16355 for QFD standard, ensuring that it aligns with the latest industry requirements. Relevant references will also be provided for further exploration. Product managers, engineers, and technologists will find this book particularly valuable, as it offers user-friendly methods and tools for validating marketing requirements and conducting market studies independently, as well as strategies to efficiently use these tools within tight time constraints.
Customer-Centric Innovation in Finance: Leveraging Human Insights to Drive Product Innovation in the Digital Age
by Dr Erin B Taylor Dr Anette BroløsThe competition landscape of finance is changing fast and it has never been so important for the finance industry to truly understand their customers.Customer-Centric Innovation in Finance helps finance and fintech innovators understand customers' behavioural motivations to drive effective product development. Relying on quantitative data is not enough: numbers can be great at telling us what people are doing but they often fail to explain why people do what they do. And if a service doesn't exist yet, there is no data to tell us how people use it. Human insights, behavioural science and qualitative data add immense value to product development. Readers will learn to innovate smarter by getting a firm understanding of why customers like their solutions and how they adapt them to suit their needs.The book presents real-life examples throughout of how customers are changing their behaviour in response to a fast-evolving financial landscape and provides practical advice on how to transform such insights into innovation. It explores how to produce customer insights for services that don't exist yet, for instance Central Bank Digital Currencies (CBDCs). It also provides descriptions of hands-on tools to build new insights and apply them to innovation and of methodologies such as portable kits, personas, digital ethnography, observations and interviews.
Customer-Centric Marketing
by Aldo CundariThe practical, expert guide to reaching the new consumer Customer-Centric Marketing is a comprehensive game plan on succeeding in the new marketing landscape by focusing on the customer. Written by one of Canada's top communications pioneers, this book examines the complex forces influencing the rise of empowered and demanding customers and outlines a framework that helps marketers exploit these forces to engage them. You'll find actionable advice to help you pull together these seemingly independent elements to create a customer-centric business model that is ideally positioned to take on the dynamic requirements of today's marketing environment, and learn the strategic rules that CMOs can use to model their organizations to win. Valuable insights on customer experience, innovation, content, social media, and operating strategies will help you formulate a workable plan, and when combined with the practical guidance and expert advice, enable you to put your plan into action today. The new purchasing journey has created a whole new set of customer touch points with unique needs, and has identified key activity areas that drive success or failure in the marketplace. This guide helps you sort it all out, and make your organization rise to the top. Define the new customer-purchasing journey Identify and influence the new consumer Engage, nurture, and utilize brand advocates to spread your message Position your organization to win in the new marketplace As customers evolve, smart companies evolve with them, and, with a track record that speaks for itself, putting the customer at the center of strategic thinking is the key to a winning plan,. Consumer evolution is happening more rapidly than ever before, and keeping your organization out in front has never been more important. Customer-Centric Marketing provides the concrete framework, expert insight, and actionable advice that turns strategy into reality.
Customer-Centric Marketing
by Jon James Neil Richardson Neil KelleyTwo of the major parallel challenges facing businesses today are how to adapt to the changes of fast-paced, fragmenting markets and how to grow a business whilst engaging in recognisably sustainable practices. It is not enough to just be sustainable, it is about communicating it and getting the customer involved in the message. Customer-Centric Marketing shows readers how sustainable development practices and digital marketing techniques work naturally together to add value, leading to improved customer satisfaction, better professional relationships and increased effectiveness.Ideal for senior marketing professionals and students on digital marketing or marketing strategy modules who wish to utilise the benefits of sustainable development and forms of digital marketing, this accessible and straight to-the-point book uses case studies to show how the marketing theories and tools work in actual business scenarios. Customer-Centric Marketing covers contemporary issues such as the increasing use of mobile, QR codes and social network sites for consumers interested in ethical, environmental and sustainable marketing.
Customer-Centric Marketing: A Pragmatic Framework
by R. Ravi Baohong SunState-of-the-art analytic and quantitative methods for using big data to craft effective real-time, dynamic customer-centric marketing plans.The revolution in big data has enabled a game-changing approach to marketing. The asynchronous and continuous collection of customer data carries rich signals about consumer preferences and consumption patterns. Use of this data can make marketing adaptive, dynamic, and responsive to changes in individual customer behavior. This book introduces state-of-the-art analytic and quantitative methods for customer-centric marketing (CCM). Rather than using a snapshot from the data to plot a single campaign-centric marketing plan, these methods draw on cutting-edge research in optimization and interactive marketing with the goal of maximizing long-term profit from data collected over time. The aim is to teach readers to apply optimization tools to derive analytical solutions leading to customized, dynamic, proactive, and real-time marketing decisions.The book develops the CCM framework and illustrates it with four cases that span the life cycle of marketing: pricing, win-back, cross-sales, and customer service allocation. The text walks the reader through real-world examples of applying the framework (supported by spreadsheet models available online), then explains the key concepts: modeling consumer choice; segmenting customers into latent classes based on sensitivity; computing customer lifetime value (CLV); and dynamic optimization. The reader then learns to incorporate the continuous learning of customer preference into an adaptive feedback loop for marketing decisions. The book can be used as a text for MBA students or as a professional reference.This book is based on joint research developed at Carnegie Mellon University when both authors were on the faculty at the Tepper School of Business.
Customer-Centric Project Management (Advances in Project Management)
by Elizabeth Harrin Phil PeplowThere has been a sea-change in the focus of organizations - whether private or public - away from a traditional product- or service-centricity towards customer-centricity and projects are just as much a part of that change. Projects must deliver value; projects must involve stakeholders, and Elizabeth Harrin and Phil Peplow demonstrate convincingly that stakeholders are the ones who get to decide what ’value’ actually means. Customer-Centric Project Management is a short guide explaining what customer-centricity means in terms of how you work and its importance for project performance; using tools and processes to guide customer-centric thinking will help you see the results of engagement and demonstrate how things can improve, even on difficult projects. The text provides a straightforward implementation guide to moving your own business to a customer-centric way of working, using a model called Exceed and provides some guidance for ensuring that customer-centricity is sustainable and supported in the organization. This is a practical, rigorous and well-researched text. It draws on established models and uses the example of project implementation in a healthcare environment to demonstrate the impact of this significant way of thinking about value. The authors can’t guarantee that the Exceed process will radically improve project success rates, and no process can. Adopting a customer-centric mindset and using the Exceed process to measure and monitor customer satisfaction will, however, help you move towards working with happier, more engaged stakeholders.
Customer Centric Support Services in the Digital Age: The Next Frontier of Competitive Advantage
by Jagdish N. Sheth Varsha Jain Emmanuel Mogaji Anupama AmbikaThis book explores how customer service can become the singular competitive differentiator for organizations in the digital era.Given the pace of digitization and the rise in customer expectations post-pandemic, organizations must focus on customer-centricity in all functions in the digital age, providing factors, enablers, and processes for customer service and sharing best practices based on research from global experts.The book is a valuable resource for students and researchers keen on understanding the new digital landscape in customer service to develop, maintain, and enhance customer relationships.
Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
by Peter FaderNot 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.
Customer Centricity: Focus on the Right Customers for Strategic Advantage (Wharton Executive Essentials)
by Peter FaderA powerful call to action, Customer Centricity upends some of our most fundamental beliefs about customer service, customer relationship management, and customer lifetime value.Despite what the old adage says, the customer is not always right. Even companies that can seemingly do no wrong—like the coffeehouse giant Starbucks—have only recently started to figure this out.Starbucks is one of many companies that has successfully executed a pivot that puts the company in a customer-centric mindset, an approach that Wharton professor Peter Fader describes in Customer Centricity. Fader advocates that in the world of customer centricity, there are good customers … and then there is pretty much everybody else. In a new preface and afterword to Customer Centricity, Fader reflects on how the landscape has changed over nearly a decade since he first proposed that businesses radically rethink how they relate to customers. Using examples from Starbucks, Nordstrom, and more, Fader provides insights to help you understand: Why customer centricity is the new model for success in today’s data-driven environment. How the ideas of brand equity and customer asset value help us understand what kinds of companies naturally lend themselves to the customer-centric model and which ones don’t; Why the traditional models for determining the value of individual customers are flawed; How executives can use customer lifetime value (CLV) and other customer-centric data to make smarter decisions about their companies; How the well-intended idea of customer relationship management (CRM) lost its way—and how your company can properly put CRM to use; How customer centricity will help you realign your performance metrics, product development, customer relationship management and organization to make sure you focus directly on the needs of your most valuable customers and increase profits for the long term.ALSO AVAILABLE: Once Fader convinces you of the value of customer centricity in this book, The Customer Centricity Playbook, with Sarah Toms, will show you where to get started to bring it to the forefront of your organization.THE WHARTON EXECUTIVE ESSENTIALS SERIESThe Wharton Executive Essentials series from Wharton School Press brings the ideas of the Wharton School’s thought leaders to you wherever you are. Inspired by Wharton’s Executive Education program, each book is authored by globally renowned faculty and filled with real-life business examples and actionable advice. Wharton Executive Essentials guides offer a quick-reading, penetrating, and comprehensive summary of the knowledge leaders need to excel in today’s competitive business environment and capture tomorrow’s opportunities.
Customer Centricity: Innovative Unternehmenspraxis: Insights, Strategien und Impulse
by Susanne O’Gorman Gabriele SchusterDieses Buch schlägt eine Brücke zwischen wissenschaftlicher Forschung zu Customer Centricity und ihrer praxisorientierten Anwendung. Das Interesse und die Begeisterung für Customer Centricity sind seit einigen Jahren ungebrochen, doch trotz reger Forschungstätigkeit und großem Interesse aus der Praxis scheitern viele Unternehmen nach wie vor an der Umsetzung. Zahlreiche Beitragsautor:innen betrachten in diesem Buch sowohl die Perspektive der Konsument:innen als auch der Unternehmen und integrieren zukunftsorientierte Ansätze wie Design Thinking, Augmented/Virtual Reality und CX-Plattformen. Die Leser:innen erhalten wissenschaftlich fundierte Handlungsempfehlungen für ein kundenzentriertes Unternehmen von praxiserfahrenen Expert:innen.Mit Beiträgen von:Prof. Dr. Laura-Maria AltendorferElaine BecraftProf. Dr. Thomas BolzProf. Dr. Benny BriesemeisterChristian FeddersenCharlotte FietzLivia FreudlTim GnanntProf. Dr. Stefan Godehardt-BestmannDr. Gregor ElbelProf. Dr. Katja GruppMatthias HackenbrachtProf. Dr. Cansu HattulaProf. Dr. Clare HindleyProf. Dr. Nicole KleinProf. Dr. Alexandra KühtePhilip MaloneyProf. Dr. Rico ManßProf. Dr. Astrid MühlböckProf. Dr. Bettina-Maria Müller Prof. Dr. Miriam O’SheaProf. Dr. Katharina RehfeldProf. Dr. Christian SchachtnerProf. Dr. Katrin E. ScheinProf. Dr. Uta ScheunertProf. Dr. Inga F. SchlömerProf. Dr. Benjamin Schulte Stephan SchusserMelanie StehrDr. Sascha TammTimo ThuencherNeal WesslingProf. Dr. Annegret Wittmann-Wurzer Prof. Dr. Nicola ZechProf. Dr. Matthias ZeisbergDr. Li Zeng
The Customer Centricity Ebook Collection (3 Books): Customer Centricity, The Customer Centricity Playbook, and The Customer-Base Audit
by Peter Fader Michael Ross Sarah E. Toms Bruce G. HardieAvailable for the First Time—Three Books in One!The Customer Centricity Ebook Collection is a must-have for any business leader looking to understand and implement customer-centric strategies. This collection includes three essential books by renowned experts Peter Fader, Bruce Hardie, Michael Ross, and Sarah Toms, all of whom are leaders in the field of customer centricity.The collection includes three books in a single volume:> Customer Centricity, by Peter Fader> The Customer Centricity Playbook, by Peter Fader and Sarah Toms> The Customer-Base Audit, by Peter Fader, Bruce Hardie, and Michael RossThe Customer Centricity Ebook Collection offers a comprehensive guide to understanding, implementing, and measuring the impact of customer-centric strategies.
Customer Centricity in der Neuproduktentwicklung: Radikale Kundenorientierung als Schlüssel für potenzialstarke Innovationen (essentials)
by Ute RademacherDer Innovationsdruck auf Unternehmen steigt. Die Marktbedingungen werden volatiler. Die Zahl der Mitbewerber:innen steigt. Neue Geschäftsmodelle wirbeln alte Strukturen durcheinander. Und Kund:innen sind immer besser informiert und digital vernetzt. Nur Angebote, die verständliche und glaubwürdige Lösungen für die eigenen „Pain Points“ liefern, können sich durchsetzen.
Customer Centricity in New Product Development: Radical Customer Orientation as the Key to High-potential Innovations (essentials)
by Ute RademacherThe pressure on companies to innovate is increasing. Market conditions are becoming more volatile. The number of competitors is increasing. New business models are upsetting old structures. And customers are increasingly well informed and digitally connected. Only offers that provide comprehensible and credible solutions for a company's own pain points can prevail.
Customer-Centricity in Organized Retailing: A Guide to the Basis of Winning Strategies
by Manoj Kumar Dash Manash Kumar Sahu Jishnu Bhattacharyya Shivam SakshiThis book provides a compendium of cutting-edge knowledge for an efficacious retailing strategy, with lessons from the organized retailing sector in India. It explores customer needs and their impact on developing successful retailing strategies and organized retailing in emerging economies with changing consumer behavior. It discusses the importance of developing appropriate retailing strategies in the context of an emerging economy, being agile and forward-thinking to implement a customer-centric approach across the retail value chain's upstream and downstream actions, and the requirement of clarity on the exact tools and techniques that will allow the retailers to move from their present product-centric state to the looked-for customer-centric state.This book aids the practitioners in developing and adopting a culture of customer-centricity and focuses on various retail strategy concepts and their implementation. It aims to present the multifaceted and multifarious questions of retail marketing in two studies, where each study provides a comprehensive solution.
The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value
by Peter Fader Sarah Toms2019 AXIOM BUSINESS BOOK AWARD WINNER Featured in Forbes, NPR’s Marketplace, and a Google Talk, The Customer Centricity Playbook offers “actionable insights to drive immediate value,” according to Neil Hoyne, Head of Customer Analytics and Chief Analytics Evangelist, Google. How did global gaming company Electronic Arts go from being named “Worst Company in America” to clearing a billion dollars in profit? They discovered a simple truth—and acted on it: Not all customers are the same, regardless of how they appear on the surface. 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. Fader and Toms offer a 360-degree analysis of all the elements that support customer centricity within an organization. In this book, you will learn how to: Develop a customer-centric strategy for your organization Understand the right way to think about customer lifetime value (CLV) Finetune investments in customer acquisition, retention, and development tactics based on customer heterogeneity Foster a culture that sustains customer centricity, and also understand the link between CLV and market valuation Understand customer relationship management (CRM) systems, as they are a vital underpinning for all these areas through the valuable insights they provide Fader’s first book, Customer Centricity, quickly became a go-to for readers interested in focusing on the right customers for strategic advantage. In this new book, Fader and Toms offer a true playbook for companies of all sizes that want to create and implement a winning strategy to acquire, develop, and retain customers for the greatest value. “A must-read.” —Aimee Johnson, Chief Marketing Officer, Zillow “The Customer Centricity Playbook offers fundamental insights to point organizations of any size in the right direction.” —Rob Markey, Partner, Bain & Company, Inc., and coauthor, The Ultimate Question 2.0“Peter Fader and Sarah Toms offer transformative insights that light the path for business leaders.”—Susan Johnson, Chief Marketing Officer, SunTrust Banks
The Customer Century: Lessons from World Class Companies in Integrated Communications (Routledge Corporate Communication Ser.)
by Anders GronstedtBased on hundreds of hours of in-depth interviews with senior marketing and corporate communications managers from top companies such as Hewlett-Packard, Ericsson, Philips, and Xerox, this book is packed with hands-on advice to ensure business success in the new millennium. Companies must learn to integrate communications three dimensionally; externally with key customers, vertically between senior management and front-line workers, and horizontally across departments. Filled with hints, tips and strategies, this illuminating text shows readers the key to thriving in the upcoming ‘customer century’.
Customer CEO: How to Profit from the Power of Your Customers
by Chuck WallMost companies still operate as if they control their customers. But, in today's market, it's really the other way around. Customer CEO confronts the new market reality that customers choose which companies to do business with completely on their own terms. This effectively inverts the power, control, and direction of decision-making; to survive in this new landscape, organizations must quickly adapt. Author Chuck Wall explores the nine powers customer possess--including "the power of me," "the power of the heart," and "the power of rebellion"--and how companies can profit by understanding the power of their customers. Based on more than a decade of firsthand experience and over 100,000 customer interviews, Customer CEO provides every size company with a roadmap of fresh ideas and easy to use tools, while exploring three-dozen companies that embrace the power of their customers. By reading this book, every leader can transform their business into a Customer CEO company.
Customer Communities: Engage and Retain Customers to Build the Future of Your Business
by Nick Mehta Robin Van LieshoutMake community building your ultimate business growth strategy In Customer Communities: Engage and Retain Customers to Build the Future of Your Business, Nick Mehta and Robin Van Lieshout deliver an actionable playbook on how to cultivate meaningful communities that fuel quantifiable business growth. In the book, you’ll learn how to capitalize on this new growth strategy to scale your company and develop excitement around your products and your firm. The authors outline the 10 foundational Laws of Community, explaining why community development does not need to be expensive and how to integrate community in the heart of your customer journey. You’ll also find: Strategies for creating a cross functional customer engagement team Techniques for building community in places that aren’t the web or on social media Ways to bring your organization’s culture and values into your community with a human-first alignmentAn essential roadmap to community development for customer success, marketing, support and product teams, and other entrepreneurs, founders, and executive business leaders. Customer Communities will earn a place on the bookshelves of anyone with a stake in organizational growth and resilience.
