Book description
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.
BILL THOMAS is founder of Centric Performance, LLC, providing a
strategic framework and practical tools to organizations committed to
enhancing their customer focus and value chain partnerships. Thomas is
the creator of the Customer Focus Maturity Model®, the first model to
identify both the external and internal stages a company goes through,
and techniques they use, to optimize the profitability of their
customer/supplier relationships. Thomas has worked with dozens of
organizations in their customer focus efforts and has designed and
implemented long-term customer focus strategies and processes for many
of them.
JEFF TOBE is a Certified Speaking Professional who was chosen
as "one of the top 15 speakers in North America" by readers
of Meetings and Conventions magazine. As the founder of
Coloring Outside the Lines, Tobe teaches organizations how to think
more creatively when it comes to designing and implementing the ideal
customer experience. He is a frequent guest on business radio shows
and podcasts and has been seen on NBC, Fox News, and local stations
across the country.
