That’s Customer Focus © 2008 - 2010



Available in paperback and e-book
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!
This 200+ page book includes:

More Details About This Book
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.
We explain how to use proven "customer focus" best practices so you can:
Containing 200 81/2 X 11 pages you will find:
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.
Click here to view the table of content and outcomes from each chapter.
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 Free Articles about Customer Focus.

What is Customer Focus?
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:
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.

What will this book enable you to do?
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:
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!
According to a recent AMEX study, your customers are placing significant emphasis on their service experience with you and this is having a major impact on their buying decisions. The best time to start is right now!

What Training do you Offer?
Recently named a Top 10 Customer Service Book - click here for details
Frequently Asked Questions


The Top Ten Reasons Why Customer Focus and 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.
IX. Beyond 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.
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.
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.
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.
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.
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.
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.
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. 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.

This book is available in paperback and e-book formats. You can purchase a copy of the paperback for only $29.95 on Amazon.com or you can download your copy of That’s Customer Focus right now for only US$21.20.
Our e-book version is available through Clickbank.com. 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."


What are the Benefits of Customer Focus?
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!
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
IX. Create a competitive advantage
Now That's Customer Focus!
The practical strategies and detailed instructions in this book can help you to achieve these essential performance improvements.
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?


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.



Table of Contents and Outcomes
Chapter 1: Customer Focus 101
Chapter 2: What is a Customer-Focused Organization?
Chapter 3: Creating a Shared Vision and Service Values
Chapter 4: Service Comes From Within
Chapter 5: Customer-Focused Leadership
Chapter 6: Training and Selection
Chapter 7: Know Your Customers
Chapter 8: Know Your Competition
Chapter 10: Service Standards
Chapter 11: Pro-Active and Effective Recovery
Chapter 12: Reward and Recognition
Chapter 13: Measuring Operational and Service Quality
Chapter 14: Conclusion and Critical Action Items Checklist
Consultants would charge you hundreds if not thousands of dollars for the knowledge we provide you is this incredible resource.
Get your copy today.






Want to find out how Customer-Focused you are?

Click here and complete a free online assessment to determine your current level of customer focus.

Want to find out how Customer-Focused you are?

Click here and complete a free online assessment to determine your current level of customer focus.


Workshops also available!
Five amazing workshops to help you create and sustain customer focus in your organization.
Click here to find out more


Workshops also available!
Five amazing workshops to help you create and sustain customer focus in your organization.
Click here to find out more
Video of TV interview with the author. Click on the video image below to run this 4 minute video.