Customer Focus
Customer Focus
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...
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...
How to Master the Art of Selling discusses the key characteristics that make up a true “champion” seller. Real champions are prepared for any selling situation and practice their selling techniques...
Successful companies understand how to reach out to people who are interested in their products and services, creating a strong emotional connection. In …And the Clients Went Wild!, Maribeth Kuzmeski...
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 term “six degrees of separation” suggests that everyone is connected through six or less friends or acquaintances. In Six Pixels of Separation, however, Mitch Joel suggests that this paradigm is no...
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...
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 Consumer.ology...
In Inside the Mind of the Shopper, Herb Sorenson challenges retailers’ prevailing assumptions about shoppers’ needs, wants, and behaviors. His findings from decades of in-store research indicate that...
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...
