Customer Focus
Customer Focus
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...
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...
In The Conversation Company, Steven Van Belleghem contends that customers want to experience excellence in service and products, and they will only believe marketing messages if an entire company...
In High-Tech, High-Touch Customer Service, author Micah Solomon teaches businesses how to navigate customer service in world of rapid technological advancement and ever-changing customer behavior and...
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...
Today, the world of business is so crowded that only courageous companies with radically different business approaches can attract the attention of consumers. In BOLD, Shaun Smith and Andy Milligan...
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...
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...
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...
In Pay Attention!, Ann Thomas and Jill Applegate present a guide for addressing the customer service challenge in a modern age where consumers are more skeptical, demanding, and self-reliant. Things...
