Anticipate (ePub)

Design and implement the ideal customer focus

Anticipate provides business readers with a practical
how-to approach for taking their customer-supplier
relationship to one that is more sustainable and more mutually
profitable. Much of the discussion on customer experience has
centered on the hospitality or retail industries and has showcased
the discrete techniques organizations use to deliver better service
and create more satisfied customers. Anticipate extends and
integrates those techniques to deliver an end-to-end customer
experience that can be applied in any industry, by any type of
organization. Get proven guidance on how to design and implement a
customer-focused journey that moves beyond the transaction and
satisfied customers, to a relationship and culture that creates and
leverages loyalty - and the profitability that comes with
it.

* Explains proprietary methods--such as the Customer Focus
Maturity Model ® and Value Chain Labs ® --that teach
readers the steps and tools organizations use to create, drive and
optimize their customer focus.

* Authors Bill Thomas and Jeff Tobe have used their 10-point
framework to guide Fortune 500's, start-ups as well as
non-profits in charting a customer-focused journey that matures,
anticipates and delivers increasing levels of loyalty and
profitability with their customers, and across their broader value
chain.

Anticipate will provide you with field-proven steps,
tools and examples that you'll use to take your
customer-focused strategy, execution and culture to the ideal
level.