"This Book will help you retain customers, build customer loyalty, create sustainability, become customer-focused and deliver exceptional customer service | That's Customer Focus.

Thats Customer Focus Create a customer focused organization image

This book provides information on how to create a customer-focused organization, improve customer service,  retention, loyalty, customer satisfaction,  job satisfaction, listening  to the customer, service training and more.

  Buy Now | Workshops |  Free Articles | Privacy Policy | Terms of Service | The SeriesCompanionContact Us  |  Members Only | Useful Links

 

Deliver Exceptional Service, Retain Customers, Earn Customer Loyalty, Create Sustainability, and Become a Customer-Focused Organization from the inside-out: "That's Customer Focus !"

Get the facts on why customer focus is a winning business strategy and use the detailed instructions in this book to transform your organization into one which is truly customer-focused!

Customer Focus is an aligned, organization-wide and unwavering  commitment to service excellence, leading to customer loyalty and advocacy. The result is sustainable profitability.

In a Customer-Focused organization, Leadership, Processes and People are customer-aligned. This requires three things:

  1. Every action is shaped by a relentless commitment to meeting and exceeding customer expectations regarding product and service quality.

  2. Customer touch points and supporting internal processes are constantly evaluated and improved to meet or exceed those expectations.

  3. Every employee understands what he/she must do in order to maintain and add value to every relationship with both the paying customer and those within the organization that rely on them for the work they do.

That's Customer Focus! guides you through what you need to know and all of the steps you need to take in order to achieve these three things and maximize customer focus throughout your entire organization.

We now

have workshops

 as well.

See below.

 

 

 

 

 

 

 

 

 

 

 

 

 

Based on 20 years of hands-on practical expertise and extensive research of proven best practices, this book will enable you to develop and implement a comprehensive action plan for embedding customer focus throughout your entire organization, department or team.

"This book outlines a winning strategy for embedding customer focus throughout your organization."  - Eric F., Toronto

We explain how to use proven "customer focus" best practices so you can:

  • create long-term customer retention and loyalty,

  • continually listen to the voice of the customer,

  • create a long-term loyalty-based revenue stream,

  • align your systems, people and processes with what your customers value,

  • differentiate your organization through the delivery of exceptional service and attract new business,

  • improve employee performance, retention and morale.

Containing 200 81/2 X 11 pages you will find:

  • real situational examples and case studies,

  • actual stories which describe customer-focused excellence,

  • detailed explanations and examples of how to implement each best practice,

  • clear easy-to-follow, step-by-step instructions,

  • reproducible assessment, planning, management and evaluation forms and tools.

A detailed listing of the specifics of what you will be able to do as a result of reading this book is provided below.

We have also provided research data, testimonials, rationale, and more details about this great book on this page.

I hope you will find our books and this web site interesting and helpful.

Check out the details below about That's Customer Focus and if you have the time check out The Customer Focus Companion, our Customer Focus Workshops, Free Online Assessment, and Articles about Customer Focus

... And if you are so inclined, please consider purchasing a copy of this book.

If you get your customers' experience right, especially in this unsettled economy, they will reward you with a greater share of their wallets now and in the future.

Thanks for your time.

"If you really want to understand how to create and sustain Customer Focus, this book is worth every penny."-Thomas W., Texas

"This book avoids theory and focuses on the practical. It provides tools and detailed processes you can use immediately. It's an excellent resource!" - Beth D., Perth

Containing 200 (8½ X 11) pages, this book is a tremendous value.

Our e-Book version is only $24.95 .

Save 15% if you buy this month! Now get the eBook for only $21.20

And, when you purchase our e-book you also get a 60 day money back guarantee which is as follows: . "ClickBank sells our products - they are a trusted online retailer specializing in digitally delivered products.". ClickBank will, at its option, replace or repair any defective product within 60 days from the date of purchase. After 60 days all sales are final. ClickBank does reserve the right to alter or revise its return policy at any time."

Prefer a paperback version of the book?

This book is also available through Amazon.com for only $29.95

What else is on this page?

Click on any of the topics from the menu below.

If we have not covered something, send us an email or use our online chat feature. We will be happy to be of service.

1. What Specifically Will This Book Enable You to Do?

2. Top Ten Reasons Why this Book is Worth Your Consideration

3. What is Customer Focus and What Are the Benefits to You?

4. Why Customer Focus and Why Now?

5. Testimonials

6. How Customer Focused Are You?

7. About the Authors

8.  That's Customer Focus - Table of Contents

 

 

 

 

1.  What specifically will this book enable you to do?

Using this 200 page resource, you will be able to develop and implement a detailed action plan for how you will maximize customer focus throughout your entire organization, department or team.

At the very least You will be able to:

  1. Establish a clear vision of what customer focus means in your unique organization.

  2. Understand the financial advantages and consequences associated with implementing a customer focus strategy and build a business case for this strategy.

  3. Understand the enormous impact of customer expectations on your business and be clear about what it takes to wow customers into becoming your biggest loyal fans.

  4. Use the fully detailed techniques and approaches for listening to the voice of the customer and use this information to create value and customer loyalty.

  5. Trace the flow of your customers through your organization (Map your customers’ journey) so you can identify and implement leveraged changes which will have the greatest impact on your customers’ perceptions of your business.

  6. Establish and reinforce customer-focused service values and standards throughout your organization.

  7. Strengthen internal “service” cooperation and partnering in order to ensure that all you employees work towards ensuring every customer experience is a positive one.

  8. Understand the leadership skills managers and supervisors must employ in order to in create and sustain a customer-focused environment.

  9. Determine what training your staff will need in order to become customer-focused and how to do it.

  10. Use service recovery (when things go wrong) pro-actively to create customer loyalty.

  11. Determine what to measure in order to sustain a customer-focused environment.

  12. Understand the impact your current systems, policies and procedures have on your employees’ ability to focus on the customer and determine what is required to align these to at the very least meet customer expectations.

  13. Create and implement a customer focus strategy that works.

All of this is accomplished through the use of stories, case studies, real world examples, detailed straight-forward explanations, application exercises, job aids, worksheets, planning tools and more. So why not get your copy right now!

"This book outlines a winning strategy for embedding customer focus throughout your organization."  - Eric F., Toronto

If you wait for economic conditions to improve, that will probably be too late. The best time to start is right now.

 

Return to Topic Menu

Return to Top

 

 

2.  The Top Ten Reasons Why This Book is Worth Your Consideration

We know you want value for your hard earned cash and you need a good reason before you spend it. Here are ten good reasons based on several independent research studies.

X.   Between 85% and  95% of senior business leaders believe that the next competitive differentiator is Customer Experience.  Implementing a comprehensive Customer Focus Strategy will give you a unique competitive advantage.

"Great book! We spend so much time focusing on getting new business we sometimes forget about our existing customers. You certainly made it clear what we need to do to retain our existing customers." - Cheryl M., Vancouver

IXBeyond price and quality, your customers value how they are treated. Only 12 -14% of customers leave for product reasons while 68% leave because of poor treatment by employees.

"If you really want to understand how to create and sustain Customer Focus, this book is worth every penny."-Thomas W., Texas

VIII. Only 4% of unhappy customers ever complain; 90% do not bother to complain and simply go elsewhere. Your customers are looking for maximum value when spending their hard-earned cash, particularly in this economy.

"This book is a must for anyone who wants to put their organisation on the path to success! In fact, I purchased a copy for every one of my Managers." - Richard C., London

VII.  80% of companies believe they deliver a superior Customer Experience however only 8% of their customers agree. Your customers make their buying decisions based on their perceptions of your organization, not your perception.

"This book avoids theory and focuses on the practical. It provides tools and detailed processes you can use immediately. It's an excellent resource!" - Beth D., Perth

VI. Companies lose 50% of their “satisfied” customers. "Satisfy" means providing nothing more or less than the customer expects. Customers want to deal with those who demonstrate that their business is valued. Creating a Customer-Focused Culture is a proven strategy for both short-term success and long-term growth.

"Great information in an extremely useful format. I love the way you describe things in a very comfortable and clear fashion." - Ed M., New York

V.   Keeping your existing customers is cheaper and more profitable than getting new ones. The average value of customers is 8 to 10 times their initial purchase. The cost to attract a new customer is 5 to 6 times the cost to save one.

"This book is a Boss' survival guide to Customer Focus. Very well written, covers all the bases of Customer Focus and very readable." - Charles G., Montreal

IV.  The cost of poor service ranges between 25% to 35% of your operating expenses. Aligning internal processes and ensuring every employee understands how he or she contributes to the customer experience will reduce the cost of poor service.

"I particularly liked the sections on strengthening internal partnerships. People need to know how what they do impacts on the customer. The approach you outlined really helped."  - Anthony D., Dublin

III.   Customer Focus is a profit strategy. Low customer focus companies average a 1% Return on Sales and lose 2% market share each year. High customer focus companies average a 10 -12% Return on Sales and grow 5 - 6% a year.

"Thanks Ray. This book is exactly what I was looking for." Keith B. -Pepsico

II.  This book will help you to increase customer retention, create customer loyalty, and ensure sustainable long-term revenue. A 5% increase in customer loyalty will contribute between 25% and 125% directly to your bottom line.

"I really liked your stories and situational examples. These really helped me to understand how to look at my business through my customers' eyes. - Roger M., Houston

I.   This book provides a detailed roadmap, clear instructions and useful tools which you can use to create and implement your own customer-focused strategy and implementation plan.

 

Return to Topic Menu

Return to Top

 

 

 

3. What is Customer Focus? – In 30 seconds or less… And What are the Benefits?

We call it Customer Focus. Others, refer to it as a Customer-Centric Culture. Whatever you wish to call it...  if there was ever a time when you needed this, it's right now!

  • Customer Focus is about getting each and every one of your employees to look at their job through the eyes of your customers and understanding what they must do to add value to the customer's experience.

  • Customer Focus is about continually listening to the voice of your customers, getting their input and feedback and using this information to make changes which they value – changes to your products and services and how you do business.

  • Customer Focus is about adding value at all levels of your organization – from IT to sales and the shop floor to customer service and every department in between.

  • Customer Focus is much more than good or great customer service...and it’s true Customer Focus that will give you a competitive advantage.

We not only explain each of these aspects of customer focus in greater detail but, more importantly, we provide you with a detailed roadmap and clear directions on how to achieve each of these.

Here is what embedding customer focus can do for you.

The research we have studied and our own experience over the past 20 years clearly shows that any organization that chooses to implement a customer-focused strategy will at the very least:

I.         Build long-term revenue

II.       Win customer trust and forge long-term relationships

III.      Keep their customers when times are tough

IV.      Attract new customers 

V.        Differentiate themselves from their competition.

VI.      Bring out the best in their employees

VII.     Maximize operational performance

VIII.   Reduce operating expenses by eliminating the cost of poor service

Now That's Customer Focus!

The practical strategies and detailed instructions in this book can help you to achieve these. You will be able to create and implement a customer focus strategy that gets the results you want and need.

So why not get your copy of That's Customer Focus! today? Click here to buy now.

Return to Topic Menu

Return to Top

Buy Now

 

 

4.  Why Customer Focus and Why Now?

There is no doubt that the global economy is in turmoil. Everywhere you turn the headlines are signaling doom and gloom. As a fellow business person I share your concerns. On the plus side, world leaders seem to have learned from the errors of the past and while it's early in the game, they seem to be taking unified actions to stimulate their respective economies or at least mitigate the negative impact of global recession. As business people, we can learn from the past also.

More than thirty years of research has been conducted in the area of how embedding customer focus can not only prepare your organization for tough times but more importantly position your organization to maximize long-term growth and profitability.

Experts and business leaders alike all agree that customer-focused organizations have an undeniable competitive advantage, enjoy long-term revenues because they possess a profound base of loyal customers and employees.

You may be thinking... If so many business leaders think this, why aren't more organizations Customer-Focused?  Knowing something is important and making the long-term commitment to do something about it are two very different things.

It comes down to a choice. In today's economy that seems to mean "ride out the storm and rebuild when things turn around" or view the current situation as an opportunity and...Carpe Diem!

If you want to seize the day, That's Customer Focus! can help.

For over 20 years we have been helping organizations, large and small, build customer loyalty, win their customers' trust and transform their customers' experience into ones which are truly memorable. In fact, one of our clients, with whom we have been working for the past three years, was recently awarded the International Service Excellence Award for their business category.

This book provides a detailed roadmap, clear instructions and useful tools which you can use to master customer focus. You will be able to create and implement a customer-focused strategy and implementation plan that works!

Using this invaluable resource, you will be able to develop and implement a detailed action plan for how you will maximize customer focus throughout your entire organization, department or team.

 

Return to Topic Menu

Return to Top

 

 

5.  Testimonials

Here are just a few comments from people like you that have purchased this book.

"I particularly liked the sections on strengthening internal partnerships. People need to know how what they do impacts on the customer. The approach you outlined really helped."  - Anthony D., Dublin

"Great information in an extremely useful format. I love the way you describe things in a very comfortable and clear fashion." - Ed M., New York

"Thanks Ray. This book is exactly what I was looking for." Keith B. -Pepsico

You can not afford to lose any customers. So why not get your copy today!

Our paperback version of the book was recently ranked #43 in Amazon's business book section.

"I really liked your stories and situational examples. These really helped me to understand how to look at my business through my customers' eyes. - Roger M., Houston

"This book is a Boss' survival guide to Customer Focus. Very well written, covers all the bases of Customer Focus and very readable." - Charles G., Montreal

"Great book! We spend so much time focusing on getting new business we sometimes forget about our existing customers. You certainly made it clear what we need to do to retain our existing customers." - Cheryl M., Vancouver

This book will help you to achieve greater customer focus and give You a unique Competitive Advantage.

"If you really want to understand how to create and sustain Customer Focus, this book is worth every penny."-Thomas W., Texas

"This book avoids theory and focuses on the practical. It provides tools and detailed processes you can use immediately. It's an excellent resource!" - Beth D., Perth

This book will help you to increase customer retention, win customer loyalty, and maximize sustainable long-term revenue. A 5% increase in customer loyalty will contribute between 25% and 125% directly to your bottom line.

That's Customer Focus!: The Overworked and Under-appreciated Manager's Guide to Creating a Customer-Focused Organization provides you with all the essential information, examples and tools you will need to transform your organization into one which is truly Customer-Focused.

Whether you are a business owner, executive, manager or supervisor, this book will help you to create or sharpen Customer Focus throughout your entire organization.

Return to Topic Menu

Return to Top

 

 

 

 

 

6.  Free "How Customer-Focused Are You? online assessment

You may be thinking that you and your organization are quite customer-focused. You are not alone and you may be right but please consider this...

 

In a survey conducted by Bain & Company 362 firms were assessed. Eighty (80) percent believed they had a high level of customer focus and delivered a "superior experience" to their customers. But when their customers were asked about their own perceptions, they found that they rated only 8 percent of companies as truly delivering a superior experience.

 

If you are one of the 8%, good for you and congratulations. If you are not, this spells trouble. In the world of customer focus, your customers' perceptions are more important. In a highly competitive marketplace can you really afford to take any chances?

 

If you are not sure how Customer-Focused your company is, why not join the 2000+ companies that have completed this exceptional online assessment tool. It only takes a few minutes, it's completely unbiased, it's confidential and you will get immediate feedback once you complete it.

 

Click here or on the link above to obtain your free password to access this online assessment.  It's fast, it's easy and it's free.

 

 

 

 

 

7.  About the Authors

Ray Miller

For the past 20 years Ray has worked with a wide range of organizations in the development and implementation of customer focus and training solutions that get results. Ray helps his clients achieve improved service performance by providing training solutions that are highly targeted and strategically linked to operational goals and objectives. The training provided is based on sound research and employs proven concepts and methodologies which are delivered in the most appropriate way to achieve the desired changes in mind-set and performance.

In his past experience Ray has headed the Sales and Service training group for one of Canada’s largest Banks, been training practice leader for the consulting firm Stevenson Kellogg, President of CanTrain Development Corporation and Managing Director of The Training Bank.. He has worked with clients, both large and small on training initiatives in Financial Services, Manufacturing, High Tech, Construction, Aviation, Healthcare and Hospitality industries in Canada, the United states and abroad. He is a gifted writer and facilitator who has been described as both knowledgeable, motivational and humorous. Drawing from his extensive business experience, his focus is on the practical rather than theoretical.

Laura Miller

Laura Miller is a Human Resource Development specialist and Master Training Designer with over 20 years’ experience in research, design, instruction, and consulting.

Since 1987, Laura has designed and delivered hundreds of highly effective training programs ranging from technical skill enhancement to management development, and service quality and service leadership which are linked to corporate and operational objectives. She has developed and implemented numerous needs assessment and/or 360 degree assessment tools and processes, combined with the development of competency models and curriculum planning for a wide range of organizations during her career.

Laura is also a gifted writer, speaker and facilitator and has conducted many training programs, public speaking engagements and facilitated numerous information and problem-solving meetings in Canada and the United States spanning the range from executive management to frontline employees.

In a consulting capacity, Laura has worked with numerous organizations and business units to define development needs, develop strategies and tactical plans, design and deliver learning solutions, and evaluate outcomes against objectives.

For over 20 years we have been working with companies both across North America and internationally, helping them to improve customer service, service quality, customer-focused leadership and more. In that time we have accumulated considerable expertise in what companies need to do to differentiate themselves from their competition and win customer loyalty.

It would cost you thousands of dollars to learn what we know. Now you can get this knowledge for a fraction of its true value.

 

Return to Topic Menu

Return to Top

Why not take your first step on your journey to improved customer focus, performance and profitability?

Get That's Customer Focus! Today.

 

Return to Topic Menu

Return to Top

 

 

 

 

 

 

 

 

 
 

 

 
 

 

 
   
   

  Free Articles | Privacy Policy | Terms of ServicePurchase Agreement | The SeriesCompanionContact Us | Useful Links

© 2007 copyright www.thatscustomerfocus.com customer service books and training seminars

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Click here to check inside the book at Amazon.com

 

8.  Table of Contents and outcomes of each chapter

Chapter 1:   Customer Focus 101

  • defines what customer service is and is NOT

  • discusses why service is important and presents a business case for creating a Customer-Focused Organization

  • provides you with tools to create a business case for your specific organization

  • explores customer expectations and customer perceptions when it comes to service

     Chapter 2:  What is a Customer-Focused Organization?

  • provides a simple definition and description of a customer-focused organization

  • provides a description of the common characteristics of a customer-focused organization

  • offers an exercise to critique your own business on its customer focus

Chapter 3:  Creating a Shared Vision and Service Values

  • provides you with an explanation of why a shared vision is important

  • suggests the steps to be followed in creating a shared vision

  • provides a definition of service values

  • outlines the importance of embedding service values throughout the company

  • provides an example of a service values and beliefs

Chapter 4:   Service Comes From Within

  • explains how and why customer service and customer satisfaction require cooperation and partnership among employees of different functions and departments

  • helps you to identify your internal service partners

  • helps you assess to what degree you are a help or a hindrance to your customers and identify areas for service improvement

  • discusses those situations in which people indirectly affect the value customers receive

  • provides a service checklist that will allow you to see the relationship between your job and the customer's satisfaction

  • helps you to identify ways to help others in the organization to provide service more effectively

Chapter 5:      Customer-Focused Leadership

  • explains why service is a leadership issue

  • defines ten key Customer-Focused Leadership Principles (Best Practices)

  • provides you with a method to assess your current level of customer-focused leadership

Chapter 6:  Know Your Customers

  • outlines the importance of listening to the voice of the customer

  • offers a simple method to better understand your customers and their needs

  • provides sample surveys and customer interview tools

  • explains important considerations when designing your survey process

  • assists you in designing your own survey instrument

Chapter 7:  Know Your Competition

  • provides unique techniques for gathering information about your competition

  • provides an exercise to apply the techniques for gathering competitive information

  • offers an exercise for producing a competition report card

Chapter 8:  Learning From Your Customers

  • provides a definition of Moments of Truth

  • offers tips for identifying Moments of Truth

  • provides a definition for identifying critical customer incidents

  • offers tips and techniques for investigating critical customer incidents

  • suggests ways critical customer incidents can be used to aligned your processes and procedures to ensure a quality customer experience.

Chapter 9:  Training and Selection

  • describes the attributes of exceptional service providers

  • provides a method for evaluating current employee customer-focused behavior and attitudes

  • describes what training is needed to be truly customer-focused

  • provides tips on hiring/selecting customer-focused employees

Chapter 10:  Service Standards

  • discusses important considerations when using service standards

  • discusses the need for integrating service standards into training and day-to-day performance

  • provides examples of specific customer service standards for greeting the customer, transfers, putting callers on hold and problem resolution

  • gives examples of how phone messages, voice mail and email can be used to demonstrate customer commitment

  • offers recommendations on how to establish service standards

Chapter 11:  Pro-Active and Effective Recovery

  • explains why service recovery is of strategic importance

  • discusses the development of specific pro-active recovery plans

  • provides an analysis tool to help you determine the current state of your service recovery methods

  • provides an approach for dealing with angry customers

Chapter 12:  Reward and Recognition

  • provides an outline for designing your own Reward and Recognition program

  • includes a list of critical "Do's and Don'ts" for designing your Reward and Recognition Program

Chapter 13:  Measuring Operational and Service Quality

  • provides a case study that illustrates the connection between service and operational measures

  • offers examples of operational measures

  • explains how these operational measures can be used as the foundation of your improvement efforts

  • provides an exercise to help you identify your operational and service measures

  • provides an exercise for identifying your service and quality improvement readiness

Chapter 14:  Conclusion and Critical Action Items Checklist

  • this checklist will help you organize and plan your Customer-Focused Strategy and Implementation plan

Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource. All for only $24.95  $21.20 , if you buy the e-book right now!

 

 

 

 

For more information or require help please contact us.

 

Return to Topic Menu

Return to Top

Buy Now

 

 

 

 

   Main | Free Articles | Privacy PolicyTerms of ServicePurchase Agreement | The BookThe SeriesCompanionContact Us

 

 

© 2007 copyright www.thatscustomerfocus.com customer service books and training seminars