Business Book Summaries: Customer Focus http://www.bizsum.com/ Thu, 09 Nov 2017 07:00:21 -0500 Thu, 16 Nov 2017 09:20:02 -0500 Woo, Wow, and Win http://www.bizsum.com/summaries/woo-wow-and-win <div>Author: Stewart, Thomas A. | Connell, Patricia O.</div> <div>Publisher: HarperCollins Publishers</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight</strong>, Thomas A. Stewart and Patricia O’Connell teach organizational leaders how to align their strategy and enhance customer...</p></div> Business Book Summaries: Customer Focus Superconsumers http://www.bizsum.com/summaries/superconsumers <div>Author: Yoon, Eddie</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2017</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In today’s highly fragmented consumer landscape, many companies struggle to sell more products and services to customers. Yet, expanding markets and selling more products profitably are keys to business success. In...</p></div> Business Book Summaries: Customer Focus Customer Obsessed http://www.bizsum.com/summaries/customer-obsessed <div>Author: Berridge, Eric</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Today’s business world is customer driven, and businesses that obsessively focus on their customers and their experiences are best positioned for future success. In <strong>Customer Obsessed</strong>, Eric Berridge...</p></div> Business Book Summaries: Customer Focus The Transformational Consumer http://www.bizsum.com/summaries/transformational-consumer <div>Author: Nelson, Tara-Nicholle</div> <div>Publisher: Berrett-Koehler Publishers, Inc.</div> <div>Published Date: 2017</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Transformational Consumers look beyond corporate messaging to see what value a product or service provides for improving their lives. They want to solve their problems and they believe in the power of growth and change...</p></div> Business Book Summaries: Customer Focus More Is More http://www.bizsum.com/summaries/more-more <div>Author: Morgan, Blake</div> <div>Publisher: Taylor & Francis Group</div> <div>Published Date: 2017</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Many companies today are stuck in a rut. They have become complacent, allowing poor customer service to creep into their operations. In <strong>More Is More</strong>, Blake Morgan asserts that most businesses are...</p></div> Business Book Summaries: Customer Focus The Customer Loyalty Loop http://www.bizsum.com/summaries/customer-loyalty-loop <div>Author: Fleming, Noah</div> <div>Publisher: The Career Press, Inc.</div> <div>Published Date: 2017</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Most companies know that their customers are their most important assets and that nurturing customer loyalty is imperative to long-term growth and success. However, a majority of companies remain either fixated on lead...</p></div> Business Book Summaries: Customer Focus What Customers Crave http://www.bizsum.com/summaries/what-customers-crave <div>Author: Webb, Nicholas J.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2017</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Merely advertising a product according to demographics is no longer enough to attract and retain customers. In order to keep customers and turn them into online advocates, a company must provide them with personalized...</p></div> Business Book Summaries: Customer Focus Leading the Customer Experience http://www.bizsum.com/summaries/leading-customer-experience <div>Author: Cook, Sarah</div> <div>Publisher: Taylor & Francis Group</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In<strong> Leading the Customer Experience</strong>, Sarah Cook argues that despite being behind the scenes, leaders play a key role in shaping customers’ front-line experiences. By creating dynamic organizational...</p></div> Business Book Summaries: Customer Focus The Seven Principles of Professional Services http://www.bizsum.com/summaries/seven-principles-professional-services <div>Author: Anastasi, Shane</div> <div>Publisher: PS Principles</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Many individuals strive to make the transition from subject matter expert to successful consultant. However, subject matter expertise only accounts for about 75 percent of a successful consulting engagement. The other...</p></div> Business Book Summaries: Customer Focus The Disney Way http://www.bizsum.com/summaries/disney-way <div>Author: Capodagli, Bill | Jackson, Lynn</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>The Disney Way</strong>, Bill Capodagli and Lynn Jackson describe the masterfully honed principles and best practices that Walt Disney implemented to create the Walt Disney World Company’s unparalleled...</p></div> Business Book Summaries: Customer Focus Service Design for Business http://www.bizsum.com/summaries/service-design-business <div>Author: Reason, Ben | Lovlie, Lavrans | Brand FLu, Melvin</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Customers increasingly demand value from the services they use and expect their changing needs will be met. In <strong>Service Design for Business</strong>, Ben Reason, Lavrans Løvlie, and Melvin Brand Flu take an...</p></div> Business Book Summaries: Customer Focus Driven to Delight http://www.bizsum.com/summaries/driven-delight <div>Author: Michelli, Joseph A.</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">Knowing that it was impossible to sustain a brand solely on product satisfaction alone, Mercedes-Benz USA (MBUSA) has undergone a massive cultural overhaul to ensure that its customer service was...</p></div> Business Book Summaries: Customer Focus The New Rules of Sales and Service http://www.bizsum.com/summaries/new-rules-sales-and-service <div>Author: Meerman, David</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>The New Rules of Sales and Service</strong>, David Meerman Scott explores how the sales cycle has radically changed over the years. Online content is the driving force behind most...</p></div> Business Book Summaries: Customer Focus Screen to Screen Selling http://www.bizsum.com/summaries/screen-screen-selling <div>Author: Devitre, Doug</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2016</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In a world where businesses cannot survive without sales and technology exists to allow people to meet virtually, it was inevitable that the two concepts would merge. In&nbsp;<strong>Screen to...</strong></p></div> Business Book Summaries: Customer Focus What Great Service Leaders Know & Do http://www.bizsum.com/summaries/what-great-service-leaders-know-do <div>Author: Heskett, James L. | Sasser, Jr., W. Earl | Schlesinger, Leonard A.</div> <div>Publisher: Berrett-Koehler Publishers, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>What Great Service Leaders Know & Do</strong>, James L. Heskett, W. Earl Sasser Jr., and Leonard A. Schlesinger leverage their extensive research and personal experience at...</p></div> Business Book Summaries: Customer Focus The Challenger Sale http://www.bizsum.com/summaries/challenger-sale <div>Author: Dixon, Matthew | Adamson, Brent</div> <div>Publisher: Portfolio/Penguin</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In today's business environment, customers appreciate sales professionals who present them with new ideas and identify innovative ways to help their businesses succeed. Research conducted by CEB...</p></div> Business Book Summaries: Customer Focus Customer-Centric Marketing http://www.bizsum.com/summaries/customer-centric-marketing <div>Author: Richardson, Neil | James, Jon | Kelley, Neil</div> <div>Publisher: Kogan Page Limited</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>Customer-Centric Marketing</strong>, Neil Richardson, Jon James, and Neil Kelley use case studies in connection with marketing tools and theories to provide a step-by-step...</p></div> Business Book Summaries: Customer Focus Decoding the Irrational Consumer http://www.bizsum.com/summaries/decoding-irrational-consumer <div>Author: Bridger, Darren</div> <div>Publisher: Kogan Page Limited</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">Neuromarketing may be a comparatively new science, but its potential for uncovering the hidden triggers that drive buying decisions is endless. In&nbsp;<strong>Decoding the Irrational Consumer...</strong></p></div> Business Book Summaries: Customer Focus Bridging the Values Gap http://www.bizsum.com/summaries/bridging-values-gap <div>Author: Freeman, R. Edward | Auster, Ellen R.</div> <div>Publisher: Berrett-Koehler Publishers, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph"><em>Values</em>&nbsp;represent what is important to people. They necessitate a shared understanding of how to behave. The idea of values in business is complex. While many businesses today are...</p></div> Business Book Summaries: Customer Focus The Oracle Way to Consulting http://www.bizsum.com/summaries/oracle-way-consulting <div>Author: Miller, Kim</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/communication">Communication</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><strong>The Oracle Way to Consulting</strong> by Kim Miller provides insight into what makes Oracle’s consultants some of the most respected consultants in the industry. Professionalism, managing client behaviors,...</p></div> Business Book Summaries: Customer Focus The Hidden Agenda http://www.bizsum.com/summaries/hidden-agenda <div>Author: Allen, Kevin</div> <div>Publisher: Bibliomotion, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>The Hidden Agenda</strong>, Kevin Allen explains that behind every purchasing decision is an unspoken emotional motivation -- a<em>&nbsp;hidden agenda</em>. If a person pitching...</p></div> Business Book Summaries: Customer Focus You Can’t Teach a Kid to Ride a Bike at a Seminar http://www.bizsum.com/summaries/you-can%E2%80%99t-teach-kid-ride-bike-seminar <div>Author: Sandler, David H.</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>David H. Sandler was a salesman who hated everything about the typical sales process. He hated making cold calls and giving presentations only to discover prospects did not have the money or authority to buy his...</p></div> Business Book Summaries: Customer Focus The Simplicity Cycle http://www.bizsum.com/summaries/simplicity-cycle <div>Author: Ward, Dan</div> <div>Publisher: HarperCollins Publishers</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Too often, complexity is mistaken for quality. While products with many layers and features may seem innovative, consumers ultimately want simple, sleekly designed products that are easy to use. In <strong>The...</strong></p></div> Business Book Summaries: Customer Focus The Network Always Wins http://www.bizsum.com/summaries/network-always-wins <div>Author: Hinssen, Peter</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The business landscape today is evolving rapidly, and markets are now structured as interconnected networks. To succeed, companies must also develop personalized internal networks that promote agility and innovation....</p></div> Business Book Summaries: Customer Focus Legendary Service http://www.bizsum.com/summaries/legendary-service <div>Author: Blanchard, Ken | Cuff, Kathy | Halsey, Vicki</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Successful businesses are built on relationships. No relationships are more important than the relationships companies have with their customers, both internal and external. In <strong>Legendary Service</strong>, Ken...</p></div> Business Book Summaries: Customer Focus When Digital Becomes Human http://www.bizsum.com/summaries/when-digital-becomes-human <div>Author: Van Belleghem, Steven</div> <div>Publisher: Kogan Page Limited</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">As technologies evolve, customer relationships will become increasingly digital in nature. To succeed in the market, companies will have to make the transition to digital customer service....</p></div> Business Book Summaries: Customer Focus Selling Above and Below the Line http://www.bizsum.com/summaries/selling-above-and-below-line <div>Author: Miller, William</div> <div>Publisher: AMACOM</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In an effort to increase their average sales prices and shorten their selling cycles, salespeople are increasingly "calling high" and reaching out to executives. This is an excellent strategy but...</p></div> Business Book Summaries: Customer Focus The Membership Economy http://www.bizsum.com/summaries/membership-economy <div>Author: Baxter, Robbie Kellman</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Membership Economies ensure that customers’ needs for goods and services and, more importantly, emotional fulfillment, are met on an ongoing basis while providing a steady and predictable income stream for the business...</p></div> Business Book Summaries: Customer Focus Evergreen http://www.bizsum.com/summaries/evergreen <div>Author: Fleming, Noah</div> <div>Publisher: AMACOM</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Just as evergreen trees remains green and lush through all the seasons, so should companies remain strong and steadfast, retaining their customers the way evergreen trees retain their leaves. Evergreen companies know...</p></div> Business Book Summaries: Customer Focus Igniting Customer Connections http://www.bizsum.com/summaries/igniting-customer-connections <div>Author: Frawley, Andy</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>Igniting Customer Connections</strong>, 30-year marketing veteran Andy Frawley presents the results of research spanning over 4,000 consumers and 10 billion transactions, showing...</p></div> Business Book Summaries: Customer Focus Selling Value http://www.bizsum.com/summaries/selling-value <div>Author: Hutson, Don</div> <div>Publisher: Executive Books</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">Contrary to what many people believe, successful selling is not about coercing people into buying something they may not want or need. Rather, it is the ability to understand what brings each...</p></div> Business Book Summaries: Customer Focus Embraser les relations clients http://www.bizsum.com/summaries/embraser-les-relations-clients <div>Author: Frawley, Andy</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">Dans&nbsp;<strong>Embraser les relations clients</strong>, Andy Frawley, consultant chevronné en marketing depuis 30 ans, présente les résultats d'études portant sur plus de 4 000 consommateurs...</p></div> Business Book Summaries: Customer Focus Encender conexiones con el cliente http://www.bizsum.com/summaries/encender-conexiones-con-el-cliente <div>Author: Frawley, Andy</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>En <strong>Encender conexiones con el cliente</strong>, Andy Frawley, experto en comercialización, con 30 años de experiencia, presenta los resultados de la investigación sobre más de 4.000 consumidores y 10.000...</p></div> Business Book Summaries: Customer Focus Entfachen von Kundenbeziehungen http://www.bizsum.com/summaries/entfachen-von-kundenbeziehungen <div>Author: Frawley, Andy</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2015</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p class="body-paragraph">In&nbsp;<strong>Entfachen von Kundenbeziehungen</strong>&nbsp;stellt Marketingexperte Andy Frawley, der über mehr als 30 Jahre Erfahrung auf diesem Gebiet verfügt, die Ergebnisse einer Studie vor...</p></div> Business Book Summaries: Customer Focus Well-Designed http://www.bizsum.com/summaries/well-designed <div>Author: Kolko, Jon</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Well-Designed</strong>, Jon Kolko suggests that most of the processes used today to design and develop products are arcane and based on outdated modes of thinking. As an alternative, Kolko offers a powerful...</p></div> Business Book Summaries: Customer Focus Build for Change http://www.bizsum.com/summaries/build-change <div>Author: Trefler, Alan</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><strong>Build for Change</strong> by Alan Trefler is both a wake-up call and a challenge to companies to accept that today’s customers are more savvy, educated, and involved than ever before. Using examples and clearly...</p></div> Business Book Summaries: Customer Focus China’s Super Consumers http://www.bizsum.com/summaries/china%E2%80%99s-super-consumers <div>Author: Chan, Savio | Zakkour, Michael</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/entrepreneurship">Entrepreneurship</a>, <a href="http://www.bizsum.com/summaries/category/global-business">Global Business</a></div> <div>&nbsp;</div> <div><p>With the rapid rise of China’s economy has come a new class of “super consumers” who are ready to assert themselves the way American consumers have over the last century. Already there are more than 500 million online...</p></div> Business Book Summaries: Customer Focus Connect http://www.bizsum.com/summaries/connect <div>Author: Petersen, Lars Birkholm | Person, Ron | Nash, Christopher</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Customers are in control of the marketing messages they receive—both the content and the delivery. They expect to have the same experiences whether they are online or in a store. As Lars Birkholm Petersen, Ron Person,...</p></div> Business Book Summaries: Customer Focus Return on Relationship http://www.bizsum.com/summaries/return-relationship <div>Author: Rubin, Ted | Rose, Kathryn</div> <div>Publisher: Tate Publishing & Enterprises, LLC</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Today’s social media space has left many companies baffled about how to effectively market to their customers. These companies, which have relied on tried-and-true marketing and advertising tools, must now rethink how...</p></div> Business Book Summaries: Customer Focus Crafting the Customer Experience for People Not Like You http://www.bizsum.com/summaries/crafting-customer-experience-people-not-you <div>Author: McDonald, Kelly</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>As Kelly McDonald explains in <strong>Crafting the Customer Experience for People Not Like You</strong>, businesses of all kinds are facing new customer service challenges, and the old ways of doing business do not...</p></div> Business Book Summaries: Customer Focus The Brain Sell http://www.bizsum.com/summaries/brain-sell <div>Author: Lewis, Dr. David</div> <div>Publisher: Nicholas Brealey Publishing</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In the last 50 years, neuroscience has made tremendous strides in understanding the brain, even developing techniques to measure people’s thoughts and emotions in real time. For advertisers and marketers, brain...</p></div> Business Book Summaries: Customer Focus Customer Innovation http://www.bizsum.com/summaries/customer-innovation <div>Author: Debruyne, Marion</div> <div>Publisher: Kogan Page Limited</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Customer innovation requires companies to look at their markets and their customers’ needs before designing strategies that deliver customer-centric solutions. Successful customer innovation involves building strong...</p></div> Business Book Summaries: Customer Focus Deliver the Unexpected http://www.bizsum.com/summaries/deliver-unexpected <div>Author: Robbins, Richard</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Many people who decide to work in sales find that it can be extremely challenging; however, it can also be one of the most rewarding industries if they are doing the right things for the right reasons. In his fable...</p></div> Business Book Summaries: Customer Focus Get Clients Now! http://www.bizsum.com/summaries/get-clients-now <div>Author: Hayden, C.J.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Get Clients Now!</strong>, author and Master Certified Coach C.J. Hayden demonstrates how independent professionals, consultants, and coaches can improve their marketing and networking skills. By offering a...</p></div> Business Book Summaries: Customer Focus AUDIENCE http://www.bizsum.com/summaries/audience <div>Author: Rohrs, Jeffrey K.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Before a company has customers with which to build relationships, it must find an audience to speak to about its products and services. Everyone is a consumer in some capacity, and no one is fully owned by any brand....</p></div> Business Book Summaries: Customer Focus Be Bold and Win the Sale http://www.bizsum.com/summaries/be-bold-and-win-sale <div>Author: Shore, Jeff</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Overcoming the addiction to comfort can be a difficult and seemingly impossible obstacle. In <strong>Be Bold and Win the Sale</strong>, sales expert and executive coach Jeff Shore provides a guidebook for dealing with...</p></div> Business Book Summaries: Customer Focus Innovating Analytics http://www.bizsum.com/summaries/innovating-analytics <div>Author: Freed, Larry</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a></div> <div>&nbsp;</div> <div><p>Analytics are a powerful business tool that many companies have relied on from their humble beginnings to help with growth determination. They can also be used to forecast a company’s future growth, which strongly...</p></div> Business Book Summaries: Customer Focus Customer Experience 3.0 http://www.bizsum.com/summaries/customer-experience-30 <div>Author: Goodman, John A.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Customer Experience 3.0</strong>, John A. Goodman provides a blueprint for how companies can increase their top and bottom lines by delivering better and more efficient customer experiences in today’s age of...</p></div> Business Book Summaries: Customer Focus The Thank You Economy http://www.bizsum.com/summaries/thank-you-economy <div>Author: Vaynerchuk, Gary</div> <div>Publisher: HarperCollins Publishers</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Social media has given consumers the kind of loud and powerful voices they have not enjoyed since neighborhood shops dominated the market. Gary Vaynerchuk calls this <strong>The Thank You Economy</strong>, a new world...</p></div> Business Book Summaries: Customer Focus Managing Knock Your Socks Off Service http://www.bizsum.com/summaries/managing-knock-your-socks-service <div>Author: Bell, Chip R. | Zemke, Ron</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>High-quality customer service is a key differentiator for many businesses, yet providing it seems to be falling down the priority list amidst cost and competitive pressures. Meanwhile, those companies that provide...</p></div> Business Book Summaries: Customer Focus Absolute Value http://www.bizsum.com/summaries/absolute-value <div>Author: Simonson, Itamar | Rosen, Emanuel</div> <div>Publisher: HarperCollins Publishers</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Absolute Value</strong>, Itamar Simonson and Emanuel Rosen describe how consumer decision making has been dramatically altered by the availability of information from review sites, expert assessments, social...</p></div> Business Book Summaries: Customer Focus The Intention Economy http://www.bizsum.com/summaries/intention-economy <div>Author: Searls, Doc</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>According to Doc Searls in &nbsp;<strong>The Intention Economy</strong>, there is a sort of revolution quietly occurring in the marketplace right now where customers will be freed from the systems currently set in the...</p></div> Business Book Summaries: Customer Focus The Collaborative Sale http://www.bizsum.com/summaries/collaborative-sale <div>Author: Eades, Keith M. | Sullivan, Timothy T.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>The Collaborative Sale</strong>, Keith M. Eades and Timothy T. Sullivan provide a wake-up call to sellers of all types. Gone are the days when a clever sales pitch or double-talk results in sales success....</p></div> Business Book Summaries: Customer Focus The Hidden Wealth of Customers http://www.bizsum.com/summaries/hidden-wealth-customers <div>Author: Lee, Bill</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>While there has been an increasing trend in the business world over the past few years to champion driving business success by “focusing on the customer,” most businesses are still getting it wrong. This is because...</p></div> Business Book Summaries: Customer Focus Decoding the New Consumer Mind http://www.bizsum.com/summaries/decoding-new-consumer-mind <div>Author: Yarrow, Kit</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Decoding the New Consumer Mind</strong>, Kit Yarrow explains the deep motivations of consumers and emerging consumption trends to marketers so that they can better meet consumer needs and be successful. The...</p></div> Business Book Summaries: Customer Focus Data Crush http://www.bizsum.com/summaries/data-crush <div>Author: Surdak, Christopher</div> <div>Publisher: AMACOM</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Advances in technology combined with the proliferation of data—the information gleaned from consumers’ movements online, through emails, over their phones, and in stores—has opened up many possibilities and...</p></div> Business Book Summaries: Customer Focus The Customer Service Survival Kit http://www.bizsum.com/summaries/customer-service-survival-kit <div>Author: Gallagher, Richard S.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Any employee who has dealt with a difficult customer knows that the usual protocols of being courteous and apologizing do not work in extreme situations. Red-alert customer crises can reduce even the best employees to...</p></div> Business Book Summaries: Customer Focus Connected CRM http://www.bizsum.com/summaries/connected-crm <div>Author: Williams, David S.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>The world of marketing is changing dramatically with the emergence of three phenomena: the digitization of media, the propagation of social media networks, and the capability of consumers to access media at any time...</p></div> Business Book Summaries: Customer Focus Delight Your Customers http://www.bizsum.com/summaries/delight-your-customers <div>Author: Curtin, Steve</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>What passes for good service is often simply ordinary service, with each customer treated exactly the same as the previous one. Customers receive little acknowledgement or appreciation as workers perform their tasks...</p></div> Business Book Summaries: Customer Focus True Alignment http://www.bizsum.com/summaries/true-alignment <div>Author: Papke, Edgar</div> <div>Publisher: AMACOM</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>To successfully understand and create alignment in today’s evolving global marketplace, leaders need a systemic structure to guide their efforts. In <strong>True Alignment</strong>, Edgar Papke argues that the four-...</p></div> Business Book Summaries: Customer Focus The Ultimate Question 2.0 http://www.bizsum.com/summaries/ultimate-question-20 <div>Author: Reichheld, Fred | Markey, Rob</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The importance of measuring and understanding customer and employee satisfaction has increased exponentially with the widespread use of social media tools. In the Harvard Business School Publishing title <strong>The...</strong></p></div> Business Book Summaries: Customer Focus Uncommon Service http://www.bizsum.com/summaries/uncommon-service <div>Author: Frei, Frances | Morriss, Anne</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In Harvard Business School Publishing’s <strong>Uncommon Service</strong>, Frances Frei and Anne Morriss challenge conventional thinking about customer service. They present that quality customer service is immersed in...</p></div> Business Book Summaries: Customer Focus Tilt http://www.bizsum.com/summaries/tilt <div>Author: Dawar, Niraj</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>It used to be that businesses gained competitive advantage by having the best products and selling them at competitive prices. They focused their efforts upstream—on production processes, materials sourcing, and the...</p></div> Business Book Summaries: Customer Focus Highly Recommended http://www.bizsum.com/summaries/highly-recommended <div>Author: Rand, Paul M.</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Highly Recommended</strong>, Paul M. Rand presents a guidebook for businesses that want to leverage the power of customer recommendations and word of mouth influence. Drawing on real-life success stories...</p></div> Business Book Summaries: Customer Focus Employees First, Customers Second http://www.bizsum.com/summaries/employees-first-customers-second <div>Author: Nayar, Vineet</div> <div>Publisher: Harvard Business School Publishing Corporation</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In 2005, Vineet Nayar took over one of India’s leading suppliers of IT services. He saw a company doing well but headed for potential disaster as it failed to keep up with the pace of change in the industry. Just as...</p></div> Business Book Summaries: Customer Focus Reshaping Retail http://www.bizsum.com/summaries/reshaping-retail <div>Author: Niemeier, Stefan | Zocchi, Andrea | Catena, Marco</div> <div>Publisher: John Wiley and Sons Ltd.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>As Stefan Niemeier, Andrea Zocchi, and Marco Catena explain in <strong>Reshaping Retail</strong>, digital technology is in the process of radically transforming the retail industry. Technological change has served...</p></div> Business Book Summaries: Customer Focus Instagram Power http://www.bizsum.com/summaries/instagram-power <div>Author: Miles, Jason G.</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p><strong>Instagram Power</strong> is the latest in Jason G. Miles’s “Power Book” series, which explores various marketing strategies using social media platforms. Instagram is a unique platform because it was designed...</p></div> Business Book Summaries: Customer Focus The Profitable Consultant http://www.bizsum.com/summaries/profitable-consultant <div>Author: Niblick, Jay</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/economics-finance">Economics & Finance</a></div> <div>&nbsp;</div> <div><p><strong>The Profitable Consultant</strong> tells beginning management consultants how and why to get started. Jay Niblick advocates and explains processes called “education-based marketing” and “the diagnostic sales...</p></div> Business Book Summaries: Customer Focus Superstar Customer Service http://www.bizsum.com/summaries/superstar-customer-service <div>Author: Conlow, Rick | Watsabaugh, Doug</div> <div>Publisher: The Career Press, Inc.</div> <div>Published Date: 2014</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In a competitive market, keeping customers satisfied and loyal is vital. Employees who can provide excellent customer service are invaluable assets who create pathways for their own career advancement. In <strong>...</strong></p></div> Business Book Summaries: Customer Focus Service-Ability http://www.bizsum.com/summaries/service-ability <div>Author: Robson, Kevin</div> <div>Publisher: John Wiley & Sons, Ltd.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Since the end of World War II, the rise of the service economy has been widespread. Along with the rise of a diverse service sector, there has been a rapid increase in technology and little change in the way businesses...</p></div> Business Book Summaries: Customer Focus Conversations That Sell http://www.bizsum.com/summaries/conversations-sell <div>Author: Bleeke, Nancy</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Buyers in today’s market are better informed than their historical counterparts, and to help them choose the best options for their particular goals and needs, sellers must be willing and able to kick it up a notch as...</p></div> Business Book Summaries: Customer Focus Experience Design http://www.bizsum.com/summaries/experience-design <div>Author: Newbery, Patrick | Farnham, Kevin</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>There is more innovation and competition in the business world today than ever before. For a business to stand out, it must be able to design products and services that provide people with quality experiences...</p></div> Business Book Summaries: Customer Focus The Passion Conversation http://www.bizsum.com/summaries/passion-conversation <div>Author: Phillips, Robbin | Cordell, Greg | Church, Geno | Moore, John</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Word of mouth is the key to any successful business. However, it is difficult to spark because people cannot be forced to talk about a business—they must genuinely want to. In <strong>The Passion Conversation...</strong></p></div> Business Book Summaries: Customer Focus What It Takes http://www.bizsum.com/summaries/what-it-takes <div>Author: Ellis, Charles D.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>What It Takes</strong>, businessman and teacher Charles D. Ellis describes the seven secrets of companies and firms that are not simply “good,” but the definitive leaders in their fields. These secrets of...</p></div> Business Book Summaries: Customer Focus New Sales. Simplified. http://www.bizsum.com/summaries/new-sales-simplified <div>Author: Weinberg, Mike</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>New customers are the lifeblood of any business. Yet, for the average salesperson, the process of acquiring new customers creates anxiety and confusion. In <strong>New Sales. Simplified.</strong>, Mike Weinberg...</p></div> Business Book Summaries: Customer Focus The Customer Service Solution http://www.bizsum.com/summaries/customer-service-solution <div>Author: Dasu, Sriram | Chase, Richard B.</div> <div>Publisher: McGraw-Hill Education</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>The Customer Service Solution</strong>, Sriram Dasu and Richard B. Chase present a guidebook for leveraging the psychology of customers to design improved customer service interactions. There are six primary...</p></div> Business Book Summaries: Customer Focus People Love You http://www.bizsum.com/summaries/people-love-you <div>Author: Blount, Jeb</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In today’s hypercompetitive marketplace, products and services have become indistinguishable to the average customer. As a result, consumer loyalty is hard to come by. In <strong>People Love You</strong>, Jeb Blount...</p></div> Business Book Summaries: Customer Focus The Zappos Experience http://www.bizsum.com/summaries/zappos-experience <div>Author: Michelli, Joseph A.</div> <div>Publisher: The McGraw-Hill Companies, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Zappos is a relatively young corporation that experienced a meteoric rise to success and is now held as the standard for an amazing online shopping experience. In only 10 years, and with very little advertising, Zappos...</p></div> Business Book Summaries: Customer Focus Dirty Little Secrets http://www.bizsum.com/summaries/dirty-little-secrets <div>Author: Morgen, Sharon Drew</div> <div>Publisher: Morgen Publishing</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Sellers believe that identifying the buyers’ needs, providing them with information, and managing the relationship leads to success. Yet the traditional sales model closes only approximately 7 percent of all prospects...</p></div> Business Book Summaries: Customer Focus SuperBusiness http://www.bizsum.com/summaries/superbusiness <div>Author: Doherty, Fraser</div> <div>Publisher: Capstone Publishing, Ltd.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/entrepreneurship">Entrepreneurship</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/social-responsibility">Social Responsibility</a></div> <div>&nbsp;</div> <div><p>Young entrepreneurs are often viewed as overnight sensations or flukes in the business world. In<strong> SuperBusiness</strong>, Fraser Doherty shows that youth does not always equate with inexperience. He recounts how...</p></div> Business Book Summaries: Customer Focus Selling with Noble Purpose http://www.bizsum.com/summaries/selling-noble-purpose <div>Author: McLeod, Lisa Earle</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Selling with Noble Purpose</strong>, Lisa Earle McLeod shows how sellers who understand the difference they make in customers’ lives enjoy both better closing rates and greater job satisfaction. She explains...</p></div> Business Book Summaries: Customer Focus Straight to Yes! http://www.bizsum.com/summaries/straight-yes <div>Author: Imam, Haider</div> <div>Publisher: Capstone Publishing Ltd.</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The world is constantly changing, and the skills needed to survive in this new world are not being taught at a fast enough pace to keep up with the change. Therefore, it is up to each individual to take his or her own...</p></div> Business Book Summaries: Customer Focus Renegades Write the Rules http://www.bizsum.com/summaries/renegades-write-rules <div>Author: Martin, Amy Jo</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Renegades Write the Rules</strong>, social media maven Amy Jo Martin offers eight “Renegade Rules.” Using these rules as a template, Martin outlines a path for organizations that are looking to increase...</p></div> Business Book Summaries: Customer Focus Measure What Matters http://www.bizsum.com/summaries/measure-what-matters <div>Author: Paine, Katie Delahaye</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Social media has quickly taken ahold of society. Because of this rapid change, it is in a company’s best interest to develop a measurement program that will continuously collect information regarding specific...</p></div> Business Book Summaries: Customer Focus Pulse http://www.bizsum.com/summaries/pulse <div>Author: Hubbard, Douglas W.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Companies have a vast, free, and mostly untapped resource of information about trends affecting them and their customers: the Internet. When people search online, blog, tweet, or write online reviews, they leave behind...</p></div> Business Book Summaries: Customer Focus Likeable Social Media http://www.bizsum.com/summaries/likeable-social-media <div>Author: Kerpen, Dave</div> <div>Publisher: The McGraw-Hill Companies, Inc.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Social networks can host numerous conversations at one time with potentially thousands or even millions of people in what has become the world’s largest cocktail party. Those qualities that are deemed valuable at a...</p></div> Business Book Summaries: Customer Focus Strategic Sales Presentations http://www.bizsum.com/summaries/strategic-sales-presentations <div>Author: Malcolm, Jack</div> <div>Publisher: Booktrope</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/communication">Communication</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Creating and delivering strategic sales presentations is challenging because they are usually given to high-level executives and must fit into a company’s defined sales strategy. In <strong>Strategic Sales...</strong></p></div> Business Book Summaries: Customer Focus Service Failure http://www.bizsum.com/summaries/service-failure <div>Author: Toister, Jeff</div> <div>Publisher: American Management Association</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>We have all been treated rudely or thoughtlessly by a cashier, clerk, waiter, or manager at some point. Most people probably do not have to think back too far to find an example. But why does this happen? Why should...</p></div> Business Book Summaries: Customer Focus Wired and Dangerous http://www.bizsum.com/summaries/wired-and-dangerous <div>Author: Bell, Chip R. | Patterson, John R.</div> <div>Publisher: Berrett-Koehler Publishers, Inc.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p></p><P>In <STRONG>Wired and Dangerous</strong>, Chip R. Bell and John R. Patterson assert that customer service is in a transition phase between the age of technology and the age of the customer. Today’s customers are...</p></div> Business Book Summaries: Customer Focus Bottom-Line Selling http://www.bizsum.com/summaries/bottom-line-selling <div>Author: Malcolm, Jack</div> <div>Publisher: Booktrope</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p></p><P>In <STRONG>Bottom-Line Selling</strong>, sales consultant Jack Malcolm stresses that just knowing a customer’s needs is not enough for today’s sales professionals. Instead, they must understand their customers,...</p></div> Business Book Summaries: Customer Focus The Accidental Salesperson http://www.bizsum.com/summaries/accidental-salesperson <div>Author: Lytle, Chris</div> <div>Publisher: AMACOM</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/personal-growth">Personal Growth</a></div> <div>&nbsp;</div> <div><p></p><P>Though people often come to sales accidently, success is not accidental. Chris Lytle asserts that people will benefit most from <STRONG>The Accidental Salesperson</strong> by intently applying the concepts...</p></div> Business Book Summaries: Customer Focus Emotional Intelligence for Sales Success http://www.bizsum.com/summaries/emotional-intelligence-sales-success <div>Author: Stanley, Colleen</div> <div>Publisher: AMACOM</div> <div>Published Date: 2013</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p>In <strong>Emotional Intelligence for Sales Success</strong>, Colleen Stanley introduces sales associates to the idea that oft-ignored emotional intelligence skills such as empathy, rapport, emotion management, and...</p></div> Business Book Summaries: Customer Focus The Amazement Revolution http://www.bizsum.com/summaries/amazement-revolution <div>Author: Hyken, Shep</div> <div>Publisher: GreenLeaf Book Group Press</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>In <strong>The Amazement Revolution</strong>, Shep Hyken states that when the people involved in an organization do what is right by customers and employees, a certain amount of customer service, marketing, and sales...</p></div> Business Book Summaries: Customer Focus The Apple Experience http://www.bizsum.com/summaries/apple-experience <div>Author: Gallo, Carmine</div> <div>Publisher: The McGraw-Hill Companies, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>The Apple Experience</strong>, communications coach Carmine Gallo explains the vision and values behind Apple’s success in customer service and in the business world. Apple centers around enriching lives,...</p></div> Business Book Summaries: Customer Focus Uprising http://www.bizsum.com/summaries/uprising <div>Author: Goodson, Scott</div> <div>Publisher: The McGraw-Hill Companies, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p>In <strong>Uprising</strong>, Scott Goodson argues that movements have become the preferred method of social engagement and social change, and that businesses must seize the opportunity to use movements “to form a...</p></div> Business Book Summaries: Customer Focus ProActive Selling http://www.bizsum.com/summaries/proactive-selling <div>Author: Miller, William</div> <div>Publisher: AMACOM</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p>Selling is something that elicits mixed emotions. Some people take to it naturally and others continually struggle to get it right. In this second edition of <strong>ProActive Selling</strong>, William “Skip” Miller...</p></div> Business Book Summaries: Customer Focus How to Sell Anything to Anyone Anytime http://www.bizsum.com/summaries/how-sell-anything-anyone-anytime <div>Author: Kahle, Dave</div> <div>Publisher: Career Press</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/entrepreneurship">Entrepreneurship</a></div> <div>&nbsp;</div> <div><p>Too often salespeople get mired in the details of a deal and the product they are touting and forget to focus on the key component of a transaction—the customer. In <strong>How to Sell Anything to Anyone Anytime...</strong></p></div> Business Book Summaries: Customer Focus Optimize http://www.bizsum.com/summaries/optimize <div>Author: Odden, Lee</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Lee Odden, author of <strong>Optimize</strong>, believes that no company is too small or too large to benefit from a customer-centric online marketing strategy that optimizes their web presence. To be successful...</p></div> Business Book Summaries: Customer Focus @YourService http://www.bizsum.com/summaries/yourservice <div>Author: Eliason, Frank</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Historically, companies could control their image and sell their goods and services through traditional marketing. However, thanks to the advent of the Internet and social media, hyperconnected Customers are the main...</p></div> Business Book Summaries: Customer Focus Customers First http://www.bizsum.com/summaries/customers-first <div>Author: Bueno, Bolivar J.</div> <div>Publisher: The McGraw-Hill Companies, Inc.</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Bolivar J. Bueno feels that the first step that a company should take in order to dominate its market is to get to know its most loyal customers, its “Brand Lovers,” and what it is that they love about the company. In...</p></div> Business Book Summaries: Customer Focus High-Tech, High-Touch Customer Service http://www.bizsum.com/summaries/high-tech-high-touch-customer-service <div>Author: Solomon, Micah</div> <div>Publisher: AMACOM</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>High-Tech, High-Touch Customer Service</strong>, author Micah Solomon teaches businesses how to navigate customer service in world of rapid technological advancement and ever-changing customer behavior and...</p></div> Business Book Summaries: Customer Focus The New Rules of Retail http://www.bizsum.com/summaries/new-rules-retail <div>Author: Lewis, Robin | Dart, Michael</div> <div>Publisher: Palgrave Macmillan</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In The New Rules of Retail, Robin Lewis and Michael Dart examine the changes in the consumer and retail industry since the 1800s. To understand the patterns of these changes over the past few decades, the authors bring...</p></div> Business Book Summaries: Customer Focus The Power of LEO http://www.bizsum.com/summaries/power-leo <div>Author: Chowdhury, Subir</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2012</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Despite business management’s best efforts, quality improvement cannot be achieved through piecemeal changes or the efforts of a single, specialized department alone. According to quality expert Subir Chowdhury, true...</p></div> Business Book Summaries: Customer Focus Flipped http://www.bizsum.com/summaries/flipped <div>Author: Winsor, John</div> <div>Publisher: B2 Books</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Flipped</strong>, John Winsor describes how companies can use bottom-up marketing strategies to co-create new products and services with their customers. With the advent of Facebook, Twitter, and other...</p></div> Business Book Summaries: Customer Focus Delivering Happiness http://www.bizsum.com/summaries/delivering-happiness <div>Author: Hsieh, Tony</div> <div>Publisher: Business Plus</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Tony Hsieh, CEO of Zappos and one of the most widely successful e-commerce vendors on the Internet, has quickly risen through the ranks of corporate America. He has established himself as one of the premier thought...</p></div> Business Book Summaries: Customer Focus Why We Buy http://www.bizsum.com/summaries/why-we-buy <div>Author: Underhill, Paco</div> <div>Publisher: Simon & Schuster, Inc.</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>An anthropological study seems like it ought to take place deep in untamed jungles with wildly exotic cultures, but Paco Underhill has founded a company based on applying the principals of environmental psychology to...</p></div> Business Book Summaries: Customer Focus Inside the Mind of the Shopper http://www.bizsum.com/summaries/inside-mind-shopper <div>Author: Sorensen, Herb</div> <div>Publisher: Pearson Education, Inc.</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Inside the Mind of the Shopper</strong>, Herb Sorenson challenges retailers’ prevailing assumptions about shoppers’ needs, wants, and behaviors. His findings from decades of in-store research indicate that...</p></div> Business Book Summaries: Customer Focus Winning with Customers http://www.bizsum.com/summaries/winning-customers <div>Author: Pigues, D. Keith | Alderman, Jerry D.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Some companies are focused on making the next one-off deal with a new customer, while others provide ongoing transactions and focus on developing ongoing relationships with their customers as they strive for a deeper...</p></div> Business Book Summaries: Customer Focus Consumer.ology http://www.bizsum.com/summaries/consumerology <div>Author: Graves, Philip</div> <div>Publisher: Nicholas Brealey Publishing</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Market research in the form of consumer focus groups, polls, and surveys has long been the normal and accepted manner for testing new products, services, and communications materials. In <strong>Consumer.ology...</strong></p></div> Business Book Summaries: Customer Focus Reinventing the Patient Experience http://www.bizsum.com/summaries/reinventing-patient-experience <div>Author: Christianson, Jon B. | Finch, Michael D. | Findlay, Barbara | Jonas, Wayne B. | Choate, Christine Goertz</div> <div>Publisher: Health Administration Press</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/health-care">Health Care</a></div> <div>&nbsp;</div> <div><p>In the age of consumerism in healthcare, hospitals must reexamine their traditional practices and provide greater sensitivity and responsiveness to patient preferences. In <strong>Reinventing the Patient Experience...</strong></p></div> Business Book Summaries: Customer Focus Six Pixels of Separation http://www.bizsum.com/summaries/six-pixels-separation <div>Author: Joel, Mitch</div> <div>Publisher: Business Plus</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>The term “six degrees of separation” suggests that everyone is connected through six or less friends or acquaintances. In <strong>Six Pixels of Separation</strong>, however, Mitch Joel suggests that this paradigm is no...</p></div> Business Book Summaries: Customer Focus Personality Not Included http://www.bizsum.com/summaries/personality-not-included <div>Author: Bhargava, Rohit</div> <div>Publisher: McGraw-Hill Companies</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Personality Not Included</strong>, Rohit Bhargava illustrates how companies must have a dynamic personality in order to attract and retain customers and, above all, remain profitable. By understanding the...</p></div> Business Book Summaries: Customer Focus ...And the Clients Went Wild! http://www.bizsum.com/summaries/and-clients-went-wild <div>Author: Kuzmeski, Maribeth</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Successful companies understand how to reach out to people who are interested in their products and services, creating a strong emotional connection. In <strong>…And the Clients Went Wild!</strong>, Maribeth Kuzmeski...</p></div> Business Book Summaries: Customer Focus How to Master the Art of Selling http://www.bizsum.com/summaries/how-master-art-selling <div>Author: Hopkins, Tom</div> <div>Publisher: Business Plus</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p><strong>How to Master the Art of Selling</strong> discusses the key characteristics that make up a true “champion” seller. Real champions are prepared for any selling situation and practice their selling techniques...</p></div> Business Book Summaries: Customer Focus Customer-Driven Operations Management http://www.bizsum.com/summaries/customer-driven-operations-management <div>Author: Ahoy, Christopher K.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Customer-Driven Operations Management</strong>, Christopher K. Ahoy proposes that an organization can have an advantage over its competition if it strives to become the best by moving from survival mode to...</p></div> Business Book Summaries: Customer Focus Please Every Customer http://www.bizsum.com/summaries/please-every-customer <div>Author: Lucas, Robert W.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2011</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In an increasingly global business world, customer service organizations are faced with more and more diversity among customers and employees. Treating customers as a homogeneous group is certain to lead to service...</p></div> Business Book Summaries: Customer Focus Turn Clicks into Customers http://www.bizsum.com/summaries/turn-clicks-customers <div>Author: Forrester, Duane</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Developing a powerful business presence on the Web is only the beginning for companies. Smart marketers realize the goal is not to increase traffic to a site, but to achieve more sales, more subscribers and more...</p></div> Business Book Summaries: Customer Focus Your Call Is (not that) Important to Us http://www.bizsum.com/summaries/your-call-not-important-us <div>Author: Yellin, Emily</div> <div>Publisher: Free Press</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Based on interviews with industry professionals at various levels as well as hard-to-believe but true reports of bad customer service, <strong>Your Call Is (not that) Important to Us</strong> investigates the inner...</p></div> Business Book Summaries: Customer Focus Flip the Funnel http://www.bizsum.com/summaries/flip-funnel <div>Author: Jaffe, Joseph</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Flip the Funnel</strong>, Joseph Jaffe suggests beginning with the customer’s purchase or action instead of ending with it. This restructuring of the traditional marketing model creates opportunities for...</p></div> Business Book Summaries: Customer Focus Socialnomics http://www.bizsum.com/summaries/socialnomics <div>Author: Qualman, Erik</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Social networking is expanding at an exceedingly rapid rate and has resulted in a revolution in the way people relate to one another and to corporations. In <strong>Socialnomics</strong>, Erik Qualman shows how easy it...</p></div> Business Book Summaries: Customer Focus Getting Naked http://www.bizsum.com/summaries/getting-naked <div>Author: Lencioni, Patrick</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Even though vulnerability is key to building deep and lasting relationships, it is not usually associated with success in business. Professionals who understand the true value of vulnerability, however, are better...</p></div> Business Book Summaries: Customer Focus What's the Secret? http://www.bizsum.com/summaries/whats-secret <div>Author: DiJulius, John R.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>What’s the Secret?,</strong> businessman and customer service consultant John R. DiJulius III reveals the success of his and other companies using Secret Service, hidden systems that use customer...</p></div> Business Book Summaries: Customer Focus Exceptional Service, Exceptional Profit http://www.bizsum.com/summaries/exceptional-service-exceptional-profit <div>Author: Inghilleri, Leonardo | Solomon, Micah</div> <div>Publisher: AMACOM</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The key to a successful business is customer loyalty. Building enduring business relationships is a timeless strategy that transcends factors that are out of a service organization’s control, including technological...</p></div> Business Book Summaries: Customer Focus The Never Cold Call Again Online Playbook http://www.bizsum.com/summaries/never-cold-call-again-online-playbook <div>Author: Rumbauskas, Frank J.</div> <div>Publisher: DN Advisors, LLC.</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Many budding Internet marketers do not fully understand what is involved in running a successful online business. In <strong>The Never Cold Call Again Online Playbook</strong>, Frank J. Rumbauskas Jr. describes the...</p></div> Business Book Summaries: Customer Focus Lead with Your Customer http://www.bizsum.com/summaries/lead-your-customer <div>Author: Kober, J. Jeff | Jones, Mark David</div> <div>Publisher: ASTD Press</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Lead with Your Customer</strong>, Mark David Jones and J. Jeff Kober offer the World-Class Excellence Model as a means to integrate a dual approach of engaging employees internally and customers externally...</p></div> Business Book Summaries: Customer Focus The Zero Turnover Sales Force http://www.bizsum.com/summaries/zero-turnover-sales-force <div>Author: McLeod, Doug</div> <div>Publisher: Butterworth Heinemann</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>The Zero Turnover Sales Force</strong>, author and top sales executive Doug McLeod offers ways for a company to create a stable sales force. The benefits of this include saving time typically spent...</p></div> Business Book Summaries: Customer Focus The New Experts http://www.bizsum.com/summaries/new-experts <div>Author: Bloom, Robert H.</div> <div>Publisher: Greenleaf Book Group Press</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>The buyer-seller relationship has changed drastically. Buyers are now in control. In his book, <strong>The New Experts</strong>, author Robert Bloom describes what he calls a “revolution in buyer behavior” and its...</p></div> Business Book Summaries: Customer Focus The Experience Effect http://www.bizsum.com/summaries/experience-effect <div>Author: Joseph, Jim</div> <div>Publisher: AMACOM</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Customer decisions are based on more than price or product; they are founded on every detail of the purchasing experience, including the salesperson, the message, the interaction, and the website. When these factors...</p></div> Business Book Summaries: Customer Focus 10 Steps to Successful Customer Service http://www.bizsum.com/summaries/10-steps-successful-customer-service <div>Author: Kamin, Maxine</div> <div>Publisher: ASTD Press</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><span>Great customer service is about connections. Loyal customers do not wander in and out of businesses; they form relationships and stay with companies. In&nbsp;</span><strong>10 Steps to Successful Customer Service...</strong></p></div> Business Book Summaries: Customer Focus A Seat at the Table http://www.bizsum.com/summaries/seat-table <div>Author: Miller, Marc</div> <div>Publisher: Greenleaf Book Press</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The word salesperson can have ugly connotations; it often reminds customers of disengaged product-pushers who sell without passion or purpose. If a salesperson can transcend that image, however, and help his customers...</p></div> Business Book Summaries: Customer Focus More ProActive Sales Management http://www.bizsum.com/summaries/more-proactive-sales-management <div>Author: Miller, William</div> <div>Publisher: AMACOM</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>Truly exceptional sales managers know the importance of embracing a proactive management style, guiding their team toward the future rather than being bogged down in day-to-day sales tasks. Being proactive requires...</p></div> Business Book Summaries: Customer Focus The Solution-Centric Organization http://www.bizsum.com/summaries/solution-centric-organization <div>Author: Eades, Keith M. | Kear, Robert E.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Simply bundling products and services and targeting different market segments does not mean a company is selling solutions. Being solution-centric means that an organization defines itself by the problems solved for...</p></div> Business Book Summaries: Customer Focus Masters of Sales http://www.bizsum.com/summaries/masters-sales <div>Author: Misner, Ivan R. | Morgan, Don</div> <div>Publisher: Entrepreneur Media, Inc.</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Masters of Sales</strong>, Misner and Morgan guide salespeople on a journey through the successful techniques and strategies used by such masterful sellers as Brian Tracy, Tony Robbins, Jay Conrad Levinson,...</p></div> Business Book Summaries: Customer Focus Kiss Theory Good Bye http://www.bizsum.com/summaries/kiss-theory-good-bye <div>Author: Prosen, Bob</div> <div>Publisher: Gold Pen Publishing</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>In the best-selling business book, <strong>Good to Great</strong>, readers discovered why some companies do well. In another best-seller, Execution, readers learned what some companies do well. And in <strong>Kiss...</strong></p></div> Business Book Summaries: Customer Focus The Giants of Sales http://www.bizsum.com/summaries/giants-sales <div>Author: Sant, Tom</div> <div>Publisher: AMACOM</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>According to Tom Sant, professional selling is “the most important American invention of the twentieth century,” an engine that has powered our economy and the economies of nations all over the world, for the past one...</p></div> Business Book Summaries: Customer Focus Watch This, Listen Up, Click Here http://www.bizsum.com/summaries/watch-listen-click-here <div>Author: Verklin, David | Kanner, Bernice</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Almost two-thirds of Americans’ waking lives are engaged with media of some kind, according to David Verklin and Bernice Kanner, the authors of <strong>Watch This, Listen Up, Click Here</strong>, and where consumers...</p></div> Business Book Summaries: Customer Focus At America's Service http://www.bizsum.com/summaries/americas-service <div>Author: Albrecht, Karl</div> <div>Publisher: Dow Jones-Irwin</div> <div>Published Date: 1989</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Many service firms are paying a high price in lost business due to mediocre service, while few firms are truly oriented toward quality customer service. Businesses often don't understand customers and their priorities...</p></div> Business Book Summaries: Customer Focus The Customer Connection http://www.bizsum.com/summaries/customer-connection <div>Author: Guaspari, John</div> <div>Publisher: AMACOM</div> <div>Published Date: 1988</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Until recently, the issue of quality has been dealt with in a "transcendent" way by many industries and organizations. People now realize, however, that quality is a serious business issue, perhaps the only business...</p></div> Business Book Summaries: Customer Focus Networking With the Affluent and Their Advisors http://www.bizsum.com/summaries/networking-affluent-and-their-advisors <div>Author: Stanley, Thomas J.</div> <div>Publisher: Business One Irwin</div> <div>Published Date: 1993</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>A method for reaching the affluent through their affinity groups. Endorsements are gained for reasons that go beyond the basic product or service the networker offers. High performance networkers do extraordinary...</p></div> Business Book Summaries: Customer Focus Discovering the Soul of Service http://www.bizsum.com/summaries/discovering-soul-service <div>Author: Berry, Leonard L.</div> <div>Publisher: The Free Press</div> <div>Published Date: 1999</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis...</p></div> Business Book Summaries: Customer Focus Let Your Customers Do the Talking http://www.bizsum.com/summaries/let-your-customers-do-talking <div>Author: Cafferky, Michael E.</div> <div>Publisher: Upstart Publishing Company</div> <div>Published Date: 1996</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Cafferky provides practical, common sense guidelines that any company, no matter what the situation, industry, or business, can use to formulate and implement an effective word-of-mouth promotional plan immediately....</p></div> Business Book Summaries: Customer Focus Keeping Customers for Life http://www.bizsum.com/summaries/keeping-customers-life <div>Author: Cannie, Joan Koob | Caplin, Donald</div> <div>Publisher: AMACOM</div> <div>Published Date: 1991</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Keeping Customers for Life</strong>, Cannie and Caplin present what they consider to be the best work in customer satisfaction being done by companies they call "islands" of service excellence. They...</p></div> Business Book Summaries: Customer Focus Getting Into Your Customer's Head http://www.bizsum.com/summaries/getting-your-customers-head <div>Author: Davis, Kevin</div> <div>Publisher: Times Business</div> <div>Published Date: 1996</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Davis’s methodology draws the focus away from short-term features and benefits toward a long-term mindset that continually strives to add value over time. It is this mindset that will differentiate one salesperson from...</p></div> Business Book Summaries: Customer Focus The Customer Is Usually Wrong http://www.bizsum.com/summaries/customer-usually-wrong <div>Author: Jandt, Fred E.</div> <div>Publisher: Park Avenue Publications</div> <div>Published Date: 1995</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><strong>The Customer Is Usually Wrong </strong>doesn’t blame less than satisfactory service on the customer, but instead thinks an organization must determine what customers believe its service to be; create...</p></div> Business Book Summaries: Customer Focus The Lean Enterprise http://www.bizsum.com/summaries/lean-enterprise <div>Author: Dimancescu, Dan | Hines, Peter | Rich, Nick</div> <div>Publisher: Amacom</div> <div>Published Date: 1997</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><div>In business, change is always present. What worked yesterday no longer works today. Customers are more demanding, competitors are more competitive, and new markets and new competitors are emerging globally. Thus, in...</div></div> Business Book Summaries: Customer Focus Street Smarts http://www.bizsum.com/summaries/street-smarts <div>Author: Franklin, William H.</div> <div>Publisher: Georgia State University Press</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/entrepreneurship">Entrepreneurship</a></div> <div>&nbsp;</div> <div><p>The premature arrival of the future is a major problem for business managers. Most businesses are involved in what happened yesterday rather than in managing what will happen tomorrow. Today is all that you can control...</p></div> Business Book Summaries: Customer Focus I'M FIRST http://www.bizsum.com/summaries/im-first <div>Author: Goldzimer, Linda Silverman</div> <div>Publisher: Rawson Associates</div> <div>Published Date: 1989</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>This is the beginning of an era in which the focus must be on the customer rather than on the product or market. Businesses with the right customer service philosophy and practices will be the ones with the competitive...</p></div> Business Book Summaries: Customer Focus Service Management and Marketing http://www.bizsum.com/summaries/service-management-and-marketing <div>Author: Gronroos, Christian</div> <div>Publisher: Lexington Books</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>The service sector has substantially impacted the U.S. economy, generating 44 million new jobs in the past three decades and softening the effects of every recession since World War II. Added value has moved from the...</p></div> Business Book Summaries: Customer Focus Satisfaction Guaranteed http://www.bizsum.com/summaries/satisfaction-guaranteed <div>Author: Strasser, Susan</div> <div>Publisher: Pantheon Books</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In 1912, the Procter and Gamble Company introduced Crisco, a solid vegetable shortening that was created in the lab and advertised as a replacement for the usual animal fats. P&G then turned from product...</p></div> Business Book Summaries: Customer Focus The Eternal Venture Spirit http://www.bizsum.com/summaries/eternal-venture-spirit <div>Author: Tateisi, Kazuma</div> <div>Publisher: Productivity Press</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/entrepreneurship">Entrepreneurship</a></div> <div>&nbsp;</div> <div><p>Big-business syndrome can be recognized by a highly centralized and bloated bureaucracy, an increasing number of meetings merely to reach decisions, and interdepartmental transference of problems. Tateisi first noticed...</p></div> Business Book Summaries: Customer Focus Win the Value Revolution http://www.bizsum.com/summaries/win-value-revolution <div>Author: Tucker, Robert B.</div> <div>Publisher: Career Press</div> <div>Published Date: 1995</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Revolution is spreading across the economy. In every industry, buyers have increasingly become more demanding and less loyal. They are refusing to pay prices inflated by layers of middlemen, whom they do not perceive...</p></div> Business Book Summaries: Customer Focus Delivering Quality Service http://www.bizsum.com/summaries/delivering-quality-service <div>Author: Zeithaml, Valerie A. | Parasuraman, A. | Berry, Leonard L.</div> <div>Publisher: The Free Press</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>From focus-group findings, common patterns offer valuable insights about how customers define and evaluate service quality. As perceived by customers, service quality can be defined as "the extent of discrepancy...</p></div> Business Book Summaries: Customer Focus The Value Network http://www.bizsum.com/summaries/value-network <div>Author: De Rose, Louis J.</div> <div>Publisher: Amacom</div> <div>Published Date: 1994</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>A new definition of value that explains how to create and add value within each of the key processes of marketing, engineering, acquisition, manufacturing, and customer service, while simultaneously integrating these...</p></div> Business Book Summaries: Customer Focus One Size Fits One http://www.bizsum.com/summaries/one-size-fits-one <div>Author: Heil, Gary | Parker, Tom | Stephens, Deborah C.</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 1997</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p><strong>One Size Fits One </strong>extends the one-to-one future revolution, so eloquently described by Peppers and Rogers, to reveal an exciting, new relationship-based culture that focuses on both customers and...</p></div> Business Book Summaries: Customer Focus Enterprise One to One http://www.bizsum.com/summaries/enterprise-one-one <div>Author: Peppers, Don | Rogers, Martha</div> <div>Publisher: Currency Doubleday</div> <div>Published Date: 1996</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>“One-to-one marketing is customer-driven competition.” Just a few years ago, however, this form of marketing was prohibitively expensive to the traditional marketer. But now, in today’s Interactive Age of microchip-...</p></div> Business Book Summaries: Customer Focus The One to One Future http://www.bizsum.com/summaries/one-one-future <div>Author: Peppers, Don | Rogers, Martha</div> <div>Publisher: Currency Doubleday</div> <div>Published Date: 1993</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/major-works">Major Works</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>A new business paradigm of one-to-one production, marketing, and communications. The authors provide a detailed description of life after mass marketing -a life that focuses on share of customer, rather than share of...</p></div> Business Book Summaries: Customer Focus AfterMarketing http://www.bizsum.com/summaries/aftermarketing <div>Author: Vavra, Terry G.</div> <div>Publisher: Business One Irwin</div> <div>Published Date: 1992</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>The fixation of capturing new buyers has probably been fueled by the marketer’s desire to increase revenues and profits. But, as a company pursues this goal, present customers are often overlooked. Their continued...</p></div> Business Book Summaries: Customer Focus 10 Steps to Successful Sales http://www.bizsum.com/summaries/10-steps-successful-sales <div>Author: Lambert, Brian</div> <div>Publisher: ASTD Press</div> <div>Published Date: 2010</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/personal-growth">Personal Growth</a></div> <div>&nbsp;</div> <div><p>Sales is among the oldest and most conflicted professions on earth — at once reviled and revered, valued for its promise of heavy paychecks and prestigious career paths, maligned for its loose ethics, and made...</p></div> Business Book Summaries: Customer Focus The Customer Rules http://www.bizsum.com/summaries/customer-rules <div>Author: Beemer, C. Britt | Shook, Robert L.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>C. Britt Beemer and Robert L. Shook’s <strong>The Customer Rules </strong>presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to...</p></div> Business Book Summaries: Customer Focus Branding Unbound http://www.bizsum.com/summaries/branding-unbound <div>Author: Mathieson, Rick</div> <div>Publisher: Rick Mathieson, Amacom Books</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p>If you're in marketing, advertising, or branding, consider this: While it used to take three television spots for a product to register with its intended audience, it...</p></dl></div> Business Book Summaries: Customer Focus The Pursuit of Something Better http://www.bizsum.com/summaries/pursuit-something-better <div>Author: Esler, Dave | Kruger, Myra</div> <div>Publisher: New Ridge Books</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a></div> <div>&nbsp;</div> <div><p>In <strong>The Pursuit of Something Better</strong>, authors Dave Esler and Myra Kruger tell the story of U.S. Cellular’s revolutionary transformation under the leadership of CEO Jack Rooney. Rooney’s instrument of...</p></div> Business Book Summaries: Customer Focus Buyology http://www.bizsum.com/summaries/buyology <div>Author: Lindstrom, Martin</div> <div>Publisher: Broadway Business</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>For years, marketers have had to work by assumptions. Using only a few standardized test questions and sales figures, they have had to piece together effective marketing campaigns that would hopefully deliver the buzz...</p></div> Business Book Summaries: Customer Focus Who's Your Gladys? http://www.bizsum.com/summaries/whos-your-gladys <div>Author: Suttle, Marilyn | Vest, Lori Jo</div> <div>Publisher: AMACOM</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>Who’s Your Gladys?</strong> Marilyn Suttle and Lori Jo Vest present ten companies that have achieved remarkable success by focusing on customers and building long-term relationships. These companies have...</p></div> Business Book Summaries: Customer Focus Service Orient or Be Doomed! http://www.bizsum.com/summaries/service-orient-or-be-doomed <div>Author: Bloomberg, Jason | Schmelzer, Ronald</div> <div>Publisher: John Wiley & Sons, Inc</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>A company's failure to innovate sends customers to other organizations that provide better value and convenience.</span><span> Today's companies need a go-to...</span></p></dl></div> Business Book Summaries: Customer Focus Strategic Customer Service http://www.bizsum.com/summaries/strategic-customer-service <div>Author: Goodman, John A.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Customer service has a tremendous effect on customers’ attitudes toward a company, what they tell others about it, and whether they continue to patronize that company or go elsewhere. In his book <strong>Strategic...</strong></p></div> Business Book Summaries: Customer Focus If Disney Ran Your Hospital http://www.bizsum.com/summaries/if-disney-ran-your-hospital <div>Author: Lee, Fred</div> <div>Publisher: Second River Healthcare Press</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/health-care">Health Care</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>Fred Lee’s experiences in hospital leadership as well as at Disney led him to believe that any healthcare team can find its way to greatness if it has the passion and competence to do so. <strong>If Disney Ran Your...</strong></p></div> Business Book Summaries: Customer Focus The Contrarian Effect http://www.bizsum.com/summaries/contrarian-effect <div>Author: Port, Michael | Marshall, Elizabeth</div> <div>Publisher: John Wiley & Sons, Inc.</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Conventional sales tactics such as cold calling, sales scripts and closing questions no longer produce dramatic improvements in sales. Customers have increasing control of the buying process, and they become frustrated...</p></div> Business Book Summaries: Customer Focus The Brand Bubble http://www.bizsum.com/summaries/brand-bubble <div>Author: Gerzema, John | Lebar, Ed</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>More than products or human capital, supply chains or customer service, a strong brand is the single most valuable asset a company can own. But upon close examination, many of the world’s biggest brands are squandering...</p></div> Business Book Summaries: Customer Focus Exceeding Customer Expectations http://www.bizsum.com/summaries/exceeding-customer-expectations <div>Author: Kazanjian, Kirk</div> <div>Publisher: Doubleday</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>From an initial investment of $100,000 and just seven cars, Enterprise Rent-A-Car has slowly, quietly grown into the largest and most successful car rental company in America. It took fifty years, some thoughtful...</p></div> Business Book Summaries: Customer Focus Answering the Ultimate Question http://www.bizsum.com/summaries/answering-ultimate-question <div>Author: Owen, Richard | Brooks, Laura</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>Net Promoter - a multi-faceted program focused on increasing company growth through focused enhancement of customer loyalty - has been implemented in organizations worldwide. Many leading companies have demonstrated...</p></div> Business Book Summaries: Customer Focus Six Rules for Brand Revitalization http://www.bizsum.com/summaries/six-rules-brand-revitalization <div>Author: Light, Larry | Kiddon, Joan</div> <div>Publisher: earson Education, Inc.</div> <div>Published Date: 2009</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>After years of success, McDonald’s suffered a slow decline, falling out of favor with consumers. This can largely be attributed to the fact the brand did not focus on enduring profitable growth. McDonald’s created a...</p></div> Business Book Summaries: Customer Focus Wikinomics http://www.bizsum.com/summaries/wikinomics <div>Author: Tapscott, Don | William, Anthony D.</div> <div>Publisher: Portfolio</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>Society is entering an age where new forms of mass collaboration are changing how goods and services are invented, produced, marketed, and distributed on a global basis. This change presents far-reaching opportunities...</p></div> Business Book Summaries: Customer Focus A Complaint Is a Gift http://www.bizsum.com/summaries/complaint-gift <div>Author: Barlow, Janelle | Moller, Claus</div> <div>Publisher: Berrett-Koehler Publishers</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>In <strong>A Complaint Is a Gift</strong>, Janelle Barlow and Claus Møller present the right way to handle complaints while retaining customer loyalty and trust. Regardless of industry, the truth for all businesses is...</p></div> Business Book Summaries: Customer Focus Retail Selling Ain't Brain Surgery http://www.bizsum.com/summaries/retail-selling-aint-brain-surgery <div>Author: Dion, James</div> <div>Publisher: Dionco</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Too few professional retail sales associates receive formal training. Most acquire their skills on the job and through occasional company training courses. Yet, there is an art and science to successfully selling in...</p></div> Business Book Summaries: Customer Focus The Age Curve http://www.bizsum.com/summaries/age-curve <div>Author: Gronbach, Kenneth W.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Thoroughly understanding the customer is essential to every successful business. This requires knowing the age, characteristics, wants, and needs of those who buy a particular good or service. But, as Kenneth Gronbach...</p></div> Business Book Summaries: Customer Focus The New Age of Innovation http://www.bizsum.com/summaries/new-age-innovation <div>Author: Prahalad, C. K. | Krishnan, M. S.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a></div> <div>&nbsp;</div> <div><p>Traditionally, it was assumed that companies created value and offered it to customers. This firm- and product-centric view is being replaced, however, by customers’ personalized experience with products and services,...</p></div> Business Book Summaries: Customer Focus What the Customer Wants You to Know http://www.bizsum.com/summaries/what-customer-wants-you-know <div>Author: Charan, Ram</div> <div>Publisher: The Penguin Group</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The sales process used by most companies today has changed very little through the decades. Their methods for selling are still rooted in a time when supplies were tight and vendors held the cards, when orders had to...</p></div> Business Book Summaries: Customer Focus The Starbucks Experience http://www.bizsum.com/summaries/starbucks-experience <div>Author: Michelli, Joseph A.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2008</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/economics-finance">Economics & Finance</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p>Everyone is familiar with the Starbucks story. The eponymous American coffee chain has been part of peoples' lives for years now. Among other things, the company has...</p></dl></div> Business Book Summaries: Customer Focus Winning the Toughest Customer http://www.bizsum.com/summaries/winning-toughest-customer <div>Author: Passi, Delia</div> <div>Publisher: Kaplan Publishing</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>Many sales professionals find it a daily struggle to understand women customers.</span><span> The way women interpret behavior, hear unexpected meanings, take in "...</span></p></dl></div> Business Book Summaries: Customer Focus Made to Stick http://www.bizsum.com/summaries/made-stick <div>Author: Flynn, Simone Isadora</div> <div>Publisher: Random Hous</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Some ideas are “stick-worthy” while others are not and the traditional advice to make ideas stick, such as knowing your audience, making eye contact, practice, and repetition, tends to have limited effectiveness....</p></div> Business Book Summaries: Customer Focus Firms of Endearment http://www.bizsum.com/summaries/firms-endearment <div>Author: Sisodia, Raj | Sheth, Jag | Wolfe, David B.</div> <div>Publisher: Wharton School Publishing</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>The social transformation of capitalism taking place today is changing the way companies maximize their value to society as a whole, not just to shareholders.<br /><br />These “humanistic” companies create emotional,...</p></div> Business Book Summaries: Customer Focus The Upside http://www.bizsum.com/summaries/upside <div>Author: Slywotzky, Adrian J. | Weber, Karl</div> <div>Publisher: Crown Business</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>According to Adrian Slywotzky, any company that remains in business long enough is certain to be struck by one or more risk events that have the potential to destroy business design. His premise is that the familiar...</p></div> Business Book Summaries: Customer Focus Simple Ways To Manage Your Service Customers http://www.bizsum.com/summaries/simple-ways-manage-your-service-customers <div>Author: Batra, Promod | Batra, Vijay</div> <div>Publisher: Think, Inc</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>Providing quality after-sales service is always important in a business; it's what keeps your customers coming back; it's what makes your business grow; it's what...</span></p></dl></div> Business Book Summaries: Customer Focus Why Customers Come Back http://www.bizsum.com/summaries/why-customers-come-back <div>Author: Lawfer, Manzie R.</div> <div>Publisher: Carrie Press</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><span>Do you want to build greater customer loyalty?</span><span> Do you want to know what makes customers keep coming back and apply them to your business?</span><span> Do you want to know how you make your business...</span></p></div> Business Book Summaries: Customer Focus Achieve Sales Excellence http://www.bizsum.com/summaries/achieve-sales-excellence <div>Author: Stevens, Howard | Kinni, Theodore</div> <div>Publisher: Adams Media</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p><strong>Achieve Sales Excellence</strong> is based on a 14-year study by the HR Chally Group that surveyed over 80,000 customers in fifteen industries and revealed a new paradigm for business-to-business selling. While...</p></div> Business Book Summaries: Customer Focus Treasure Hunt http://www.bizsum.com/summaries/treasure-hunt <div>Author: Silverstein, Michael J. | Butman, John</div> <div>Publisher: Portfolio</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In <strong>Treasure Hunt</strong>, Michael Silverstein augments the marketplace research and intimate consumer portraits he began in Trading Up (with Neil Fiske), offering a unique view into the low end of the buying...</p></div> Business Book Summaries: Customer Focus The Source of Success http://www.bizsum.com/summaries/source-success <div>Author: Georgescu, Peter</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a></div> <div>&nbsp;</div> <div><p>According to Georgescu, the world has crossed into uncharted territory in which “too much of a good thing has become a permanent way of life.” For the first time in history, the supply of almost everything has begun to...</p></div> Business Book Summaries: Customer Focus Branding Iron http://www.bizsum.com/summaries/branding-iron <div>Author: Hughes, Charles | Jeanes, William</div> <div>Publisher: Racom Books</div> <div>Published Date: 2007</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>A review of the book "Branding Iron: Branding Lessons from the Meltdown of the US Auto Industry," by Charlie Hughes and William Jeanes, is presented.</p></div> Business Book Summaries: Customer Focus The Must-Have Customer http://www.bizsum.com/summaries/must-have-customer <div>Author: Gordman, Robert | Brott, Armin</div> <div>Publisher: St. Martin's Press</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Winning and keeping the right customers is the key to sustaining increased profitability and growth. According to Gordman, customers fall into one of two categories: core customers and opportunistic customers. Core...</p></div> Business Book Summaries: Customer Focus Trust-Based Selling http://www.bizsum.com/summaries/trust-based-selling <div>Author: Green, Charles H.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>Is it possible for buyers and sellers to ever trust one another? The words “sales” or “salesperson” and “trust” are rarely used together. The reason that buyers do not trust sellers—or the sales process—is because they...</p></div> Business Book Summaries: Customer Focus Managing Global Accounts http://www.bizsum.com/summaries/managing-global-accounts <div>Author: Capon, Noel | Potter, Dave | Schindler, Fred</div> <div>Publisher: South-Western Educational Publishing</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/global-business">Global Business</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>Managing a company’s global accounts is not the same as managing national accounts, and any business that tries to move from national to global accounts without careful consideration and planning is doomed to fail....</p></div> Business Book Summaries: Customer Focus Satisfaction http://www.bizsum.com/summaries/satisfaction <div>Author: Denove, Chris | Power IV, James D.</div> <div>Publisher: Portfolio</div> <div>Published Date: 2006</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Denove and Power discuss customer satisfaction from A to Z, and they provide good information about what makes a consumer satisfied. They back their conclusions with compelling research taken from decades of customer...</p></div> Business Book Summaries: Customer Focus Lean Solutions http://www.bizsum.com/summaries/lean-solutions <div>Author: Womack, James P. | Jones, Daniel T.</div> <div>Publisher: Simon & Schuster</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>While consumers have a greater selection than ever before of high quality goods and services, all of which can be obtained from a growing number of sources, why are they not any happier than ever before? According to...</p></div> Business Book Summaries: Customer Focus Counter-Intuitive Marketing http://www.bizsum.com/summaries/counter-intuitive-marketing <div>Author: Clancy, Kevin J. | Krieg, Peter C.</div> <div>Publisher: The Free Press</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>There are many reasons that marketing campaigns are not having the same results they once did. One is the proliferation of clever campaigns and catchy slogans. Another is the public's ability to tune them out...</p></div> Business Book Summaries: Customer Focus Mr. Shmooze http://www.bizsum.com/summaries/mr-shmooze <div>Author: Abraham, Richard</div> <div>Publisher: Richard Abraham</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>Have you ever wondered how great salespeople achieve great sales results?</span><span> Chances are these salespeople all began their selling process by...</span></p></dl></div> Business Book Summaries: Customer Focus Business Class http://www.bizsum.com/summaries/business-class <div>Author: Whitmore, Jacqueline</div> <div>Publisher: Jacqueline Whitmore</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/communication">Communication</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>To succeed in today's global economy; you can no longer rely on your business talent, education and years of experience alone.</span><span> Nowadays, you must be...</span></p></dl></div> Business Book Summaries: Customer Focus Designing the Customer-Centric Organization http://www.bizsum.com/summaries/designing-customer-centric-organization <div>Author: Galbraith, Jay R.</div> <div>Publisher: Jossey-Bass</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership-development">Leadership Development</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>Studies show that, because sales to existing customers are more profitable than sales to new customers, today’s businesses are recognizing that establishing long-term customer relationships is the best way to ensure...</p></div> Business Book Summaries: Customer Focus The Value Factor http://www.bizsum.com/summaries/value-factor <div>Author: Hurd, Mark | Nyberg, Lars</div> <div>Publisher: Bloomberg Press</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p>Mark Hurd, HP’s recently named CEO and president, spent 25 years at NCR (the last two as chief executive and president), where he was instrumental in formulating and executing strategies to maximize operational...</p></div> Business Book Summaries: Customer Focus BRAND Sense http://www.bizsum.com/summaries/brand-sense <div>Author: Lindstrom, Martin</div> <div>Publisher: The Free Press</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Having an instantly recognizable logo and a jingle that people hum unconsciously is a good start to having a successful brand, but it is not good enough to ensure success. In this interactive world, people want and...</p></div> Business Book Summaries: Customer Focus The Prime Solution http://www.bizsum.com/summaries/prime-solution <div>Author: Thull, Jeff</div> <div>Publisher: Dearborn Trade Publishing</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Today's business-to-business solutions marketplace is competitive and full of challenges. Companies work hard to create and sell value-laden solutions, but, even with hard work and research, the success rate in the...</p></div> Business Book Summaries: Customer Focus Coming to Concurrence http://www.bizsum.com/summaries/coming-concurrence <div>Author: Smith, J. Walker | Clurman, Ann | Wood, Craig</div> <div>Publisher: Racom Communications</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>Marketing is in crisis mode, for the model for marketing, as it stands today, is obsolete. Customers have developed a resistance to marketing that is only going to grow. The crisis spawned by consumer resistance...</p></div> Business Book Summaries: Customer Focus The Idea Generator http://www.bizsum.com/summaries/idea-generator <div>Author: Bodek, Norman | Tozawa, Bunji</div> <div>Publisher: PCS Press</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <dd><span>The book discusses a framework that enables a company to optimize utilization of its resources by directly involving all of its manpower in the enhancement and...</span></dd></dl></div> Business Book Summaries: Customer Focus The 18 Immutable Laws of Corporate Reputation http://www.bizsum.com/summaries/18-immutable-laws-corporate-reputation <div>Author: Alsop, Ronald J.</div> <div>Publisher: Wall Street Journal Books</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <dt></dt> <dd><span>Everything an individual or company does or produces contributes to its reputation.</span><span> Reputation is an intangible asset, but a very important...</span></dd></dl></div> Business Book Summaries: Customer Focus Raving Fans http://www.bizsum.com/summaries/raving-fans <div>Author: Blanchard, Ken | Bowles, Sheldon</div> <div>Publisher: William Morrow and Company</div> <div>Published Date: 1993</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-strategy">Business Strategy</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>Ken Blanchard, author of The One Minute Manager and Sheldon Bowles assert that customers have long been neglected and abused by companies that they have developed...</span></p></dl></div> Business Book Summaries: Customer Focus How To Close Every Sale http://www.bizsum.com/summaries/how-close-every-sale <div>Author: Girard, Joe | Shook, Robert L.</div> <div>Publisher: Warner Books Inc</div> <div>Published Date: 1989</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>Closing a sale is the stage in the selling process where salespeople meet the greatest difficulty.</span><span> Joe Girard walks the reader through fundamental...</span></p></dl></div> Business Book Summaries: Customer Focus Brand Portfolio Strategy http://www.bizsum.com/summaries/brand-portfolio-strategy <div>Author: Aaker, David A.</div> <div>Publisher: The Free Press</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Many firms create a brand strategy in order to inject structure and discipline into their business, but they may end up creating confusion, because the portfolio they devise is disjointed. In Brand Portfolio Strategy,...</p></div> Business Book Summaries: Customer Focus Revolutionize Your Customer Experience http://www.bizsum.com/summaries/revolutionize-your-customer-experience <div>Author: Shaw, Colin</div> <div>Publisher: Palgrave MacMillian</div> <div>Published Date: 2005</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Whether they know it or not, every company offers a customer experience. Those organizations focusing on providing an emotionally engaging customer experience are now those organizations differentiating themselves for...</p></div> Business Book Summaries: Customer Focus From Selling to Serving http://www.bizsum.com/summaries/selling-serving <div>Author: Cassara, Lou</div> <div>Publisher: Dearborn Trade Publishing</div> <div>Published Date: 2004</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>According to Cassara, the devastation and shock of September 11, and the resultant downturn in the market, have caused people in all walks of life to rethink what really matters and to change their fundamental beliefs...</p></div> Business Book Summaries: Customer Focus Ageless Marketing http://www.bizsum.com/summaries/ageless-marketing <div>Author: Wolfe, David B. | Snyder, Robert E.</div> <div>Publisher: Dearborn Trade Publishing</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In the 1960s, an age-based "get-them-young-before-some-other-brand-gets-them" marketing mantra emerged in answer to the suddenly large and growing young adult consumer market. According to Wolfe and Snyder, however,...</p></div> Business Book Summaries: Customer Focus Creating Customer Evangelists http://www.bizsum.com/summaries/creating-customer-evangelists <div>Author: McConnell, Ben | Huba, Jackie</div> <div>Publisher: Dearborn Trade Publishing</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>In Creating Customer Evangelists, veteran marketing communications strategists Ben McConnell and Jackie Huba describe how customer-driven referrals can determine a company's success. To create evangelists, companies...</p></div> Business Book Summaries: Customer Focus Brand Storm http://www.bizsum.com/summaries/brand-storm <div>Author: Murray, Will</div> <div>Publisher: Will Murray, Prentice Hall</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><dl id="citationFields" class="citation-fields"> <p><span>The Internet is just the beginning of the Information Age, the gateway to the new Human economy.</span><span> Brand Storm explores the future of business in a very...</span></p></dl></div> Business Book Summaries: Customer Focus What Clients Love http://www.bizsum.com/summaries/what-clients-love <div>Author: Beckwith, Harry</div> <div>Publisher: Warner Books</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>"From making a pitch to building a brand, designing a logo to closing the sale, this is a field guide to take with you to the front lines of today's business battles." From the best-selling author of the classic "...</p></div> Business Book Summaries: Customer Focus Angel Customers and Demon Customers http://www.bizsum.com/summaries/angel-customers-and-demon-customers <div>Author: Selden, Larry | Colvin, Geoffrey</div> <div>Publisher: Portfolio</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>In their research and experience, Selden and Colvin have consistently found that the bottom 20 percent of customers, by profitability, (those they call demons) often generate losses that are equal to more than 100...</p></div> Business Book Summaries: Customer Focus Conquering Consumerspace http://www.bizsum.com/summaries/conquering-consumerspace <div>Author: Solomon, Michael R.</div> <div>Publisher: AMACOM</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>According to Solomon, marketing has entered a realm in which branding is: "bagels, tortillas, and croissants" (rather than "white bread"), "consumer.com", the individual’s search for meaning, the tie that binds, and...</p></div> Business Book Summaries: Customer Focus Beyond Selling Value http://www.bizsum.com/summaries/beyond-selling-value <div>Author: Shonka, Mark | Kosch, Dan</div> <div>Publisher: Dearborn Trade Publishing</div> <div>Published Date: 2002</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Although many experts believe that the advent of the frictionless, boundaryless economy has caused the demise of the direct sales professional, Shonka and Kosch think this view is an exaggeration. Yes, sales channels...</p></div> Business Book Summaries: Customer Focus The Value Profit Chain http://www.bizsum.com/summaries/value-profit-chain <div>Author: Heskett, James L. | Sasser, Jr., W. Earl</div> <div>Publisher: The Free Press</div> <div>Published Date: 2003</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>In their groundbreaking book, <strong>The Service Profit Chain</strong> (1997), Heskett, Sasser, and Schlesinger asked the question of why a few service enterprises seem to be consistently better at what they do than...</p></div> Business Book Summaries: Customer Focus The Southwest Airlines Way http://www.bizsum.com/summaries/southwest-airlines-way <div>Author: Gittell, Jodie Hoffer</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2002</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/business-biographies">Business Biographies</a>, <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>Southwest Airlines has sustained a steady 10 to 15 percent rate of growth throughout its 32-year history, and has been profitable every year but its first. For most of 2002, its total market value of about $9 billion...</p></div> Business Book Summaries: Customer Focus How Winners Sell http://www.bizsum.com/summaries/how-winners-sell <div>Author: Stein, Dave</div> <div>Publisher: Bard Books</div> <div>Published Date: 2002</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p>Because technology has changed business so drastically, Stein believes that the sales principles and strategies professional salespeople learned in school, the techniques they read in books, and the tips, tricks, and...</p></div> Business Book Summaries: Customer Focus Customer Culture http://www.bizsum.com/summaries/customer-culture <div>Author: Basch, Michael D.</div> <div>Publisher: Prentice Hall Press</div> <div>Published Date: 2002</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Customer Culture draws on lessons from some legendary sales and service enterprises, particularly FedEx and UPS, as well as midsized concerns, small businesses, and startups, to demonstrate how leaders and managers can...</p></div> Business Book Summaries: Customer Focus Hope Is Not a Strategy http://www.bizsum.com/summaries/hope-not-strategy <div>Author: Page, Rick</div> <div>Publisher: Nautilus Press</div> <div>Published Date: 2002</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Product commodification, disintermediation, e-commerce, customer relationship management, and business partnering are the major selling transformations that are rapidly changing traditional business-to-business buyer-...</p></div> Business Book Summaries: Customer Focus Embracing Excellence http://www.bizsum.com/summaries/embracing-excellence <div>Author: Ashby, Franklin D. | Pell, Arthur R.</div> <div>Publisher: Prentice Hall Press</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a>, <a href="http://www.bizsum.com/summaries/category/management">Management</a></div> <div>&nbsp;</div> <div><p>In today's competitive business world, attracting and retaining top talent has never been more crucial or more difficult, costly, and time consuming. Thus, in order to remain competitive, companies must strive to...</p></div> Business Book Summaries: Customer Focus Customers Rule! http://www.bizsum.com/summaries/customers-rule <div>Author: Blackwell, Roger D. | Stephan, Kristina</div> <div>Publisher: Crown Publishing</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>During the past few years, hundreds of start-ups appeared on the Internet. Hundreds went public, becoming instant blue chips, and allowing many investors to see their Internet stocks increase in value by 400 percent or...</p></div> Business Book Summaries: Customer Focus One to One B2B http://www.bizsum.com/summaries/one-one-b2b <div>Author: Peppers, Don | Rogers, Martha</div> <div>Publisher: Doubleday</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>With the ability of any enterprise to collect and deploy customer data faster than ever before, the only way for a business-to-business (B2B) company to protect its margins is to grow customer share by giving...</p></div> Business Book Summaries: Customer Focus ValueSpace http://www.bizsum.com/summaries/valuespace <div>Author: Mittal, Banwari | Sheth, Jagdish N.</div> <div>Publisher: McGraw-Hill</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>What values do customers seek in the marketplace? What do they want in products and services? How do they want businesses to operate? How do they want to be treated? And, how much sacrifice are they willing to make in...</p></div> Business Book Summaries: Customer Focus The Customer Revolution http://www.bizsum.com/summaries/customer-revolution <div>Author: Seybold, Patricia | Marshak, Ronni T.</div> <div>Publisher: Crown Publishing</div> <div>Published Date: 2001</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Although we are in the midst of Internet and wireless communications revolutions, the transformation that matters most is the “customer revolution,” and companies that are not ready for it will not survive. In this...</p></div> Business Book Summaries: Customer Focus Driving Customer Equity http://www.bizsum.com/summaries/driving-customer-equity <div>Author: Rust, Roland T. | Zeithaml, Valerie A. | Lemon, Katherine N.</div> <div>Publisher: The Free Press</div> <div>Published Date: 2000</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>Most companies know that they need to become more customer-focused, but because their systems, metrics, and strategies are based on an outmoded product-centered view, they are unable to implement this transformation...</p></div> Business Book Summaries: Customer Focus e-Service http://www.bizsum.com/summaries/e-service <div>Author: Zemke, Ron | Connellan, Tom</div> <div>Publisher: AMACOM</div> <div>Published Date: 2000</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/technology">Technology</a></div> <div>&nbsp;</div> <div><p>On the Web, differentiation by location, price, and/or product is meaningless. Moreover, because the Net’s infrastructure is largely in place, technology no longer represents a competitive edge. Thus, in order to...</p></div> Business Book Summaries: Customer Focus Clients for Life http://www.bizsum.com/summaries/clients-life <div>Author: Sheth, Jagdish | Sobel, Andrew</div> <div>Publisher: Simon & Schuster</div> <div>Published Date: 2000</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a></div> <div>&nbsp;</div> <div><p>The executives and managers of today are highly sophisticated, educated, and informed buyers who select professional advisers from increasingly competitive service industries. Thus, these advisers must do more than...</p></div> Business Book Summaries: Customer Focus Emotional Value http://www.bizsum.com/summaries/emotional-value <div>Author: Barlow, Janelle | Maul, Dianna</div> <div>Publisher: Berrett-Koehler Publishers</div> <div>Published Date: 2000</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/personal-growth">Personal Growth</a>, <a href="http://www.bizsum.com/summaries/category/relationships">Relationships</a></div> <div>&nbsp;</div> <div><p>Not only is emotion central to human life in terms of its role in interactions with family and friends, it is also becoming increasingly recognized as a critical aspect of interactions in the service economy. In fact,...</p></div> Business Book Summaries: Customer Focus Brand Leadership. http://www.bizsum.com/summaries/brand-leadership <div>Author: Aaker, David A. | Joachimsthaler, Erich</div> <div>Publisher: The Free Press</div> <div>Published Date: 2000</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/leadership">Leadership</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Although the classic brand management system, initiated by Procter & Gamble, has worked well for many decades, it is often not so effective in dealing with today’s emerging market complexities, competitive...</p></div> Business Book Summaries: Customer Focus The Service Profit Chain http://www.bizsum.com/summaries/service-profit-chain <div>Author: Heskett, James L. | Sasser Jr., W. Earl | Schlesinger, Leonard A.</div> <div>Publisher: The Free Press</div> <div>Published Date: 1997</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/productivity">Productivity</a></div> <div>&nbsp;</div> <div><p><strong>The Service Profit Chain</strong> demonstrates that leading companies maintain their leadership position by managing <strong>The Service Profit Chain</strong> - a quantifiable set of relationships that directly...</p></div> Business Book Summaries: Customer Focus Customer-Centered Growth http://www.bizsum.com/summaries/customer-centered-growth <div>Author: Whiteley, Richard | Hessan, Diane</div> <div>Publisher: Addison-Wesley</div> <div>Published Date: 1996</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>Many organizations are struggling today because unlike successful customer-centered enterprises, they have remained internally focused. Their distracted managers and employees seek business opportunities everywhere...</p></div> Business Book Summaries: Customer Focus Customer Intimacy http://www.bizsum.com/summaries/customer-intimacy <div>Author: Wiersema, Fred</div> <div>Publisher: Knowledge Exchange</div> <div>Published Date: 1996</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>The unmet needs of customers are everywhere today in products and services that are not carefully designed and, therefore, fall far short of their potential. This situation in which clients either do not get what they...</p></div> Business Book Summaries: Customer Focus Tomorrow's Competition http://www.bizsum.com/summaries/tomorrows-competition <div>Author: Hanan, Mack</div> <div>Publisher: Amacom</div> <div>Published Date: 1991</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/innovation">Innovation</a></div> <div>&nbsp;</div> <div><p>A thought-provoking vision of tomorrow’s competitive environment that calls for the abandonment of yesterday’s conventional wisdom. Hanan contends that in order to compete in this new environment, enterprises must...</p></div> Business Book Summaries: Customer Focus The Service Advantage http://www.bizsum.com/summaries/service-advantage <div>Author: Albrecht, Karl | Bradford, Lawrence J.</div> <div>Publisher: Dow Jones-Irwin</div> <div>Published Date: 1990</div> <div>Categories: <a href="http://www.bizsum.com/summaries/category/customer-focus">Customer Focus</a>, <a href="http://www.bizsum.com/summaries/category/marketing">Marketing</a></div> <div>&nbsp;</div> <div><p>There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...</p></div> Business Book Summaries: Customer Focus