Customer Focus
Customer Focus
In Customer-Driven Operations Management, 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...
C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to...
In Wired and Dangerous, 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...
In Personality Not Included, 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...
The buyer-seller relationship has changed drastically. Buyers are now in control. In his book, The New Experts, author Robert Bloom describes what he calls a “revolution in buyer behavior” and its...
Robert H. Bloom believes that every company inherently possesses the leverage they need to launch their product or service toward greatness. The Inside Advantage explains the strategy and tools...
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...
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...
In the age of consumerism in healthcare, hospitals must reexamine their traditional practices and provide greater sensitivity and responsiveness to patient preferences. In Reinventing the Patient Experience...
Organizations that develop and sustain a customer focus have an essential competitive advantage in today's service economy. Customer-savvy companies understand that this hinges on fundamentally transforming the way a...
