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:
- real situational examples and case studies,
- stories which describe customer-focused excellence,
- examples of best practices
- explanations of how to implement each best practice,
- clear easy-to-follow, step-by-step instructions,
- reproducible assessments, planning, management and evaluation forms and tools,
- 8½ X 11 format for ease of use.
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:
- 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.
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:
- Every action is shaped by a relentless commitment to meeting and exceeding customer expectations regarding product and service quality.
- Customer touch points and supporting internal processes are constantly evaluated and improved to meet or exceed those expectations.
- 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.
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:
- Establish a clear vision of what customer focus means in your unique organization.
- Understand the financial advantages and consequences associated with implementing a customer focus strategy and build a business case for this strategy.
- 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.
- 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.
- 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.
- Establish and reinforce customer-focused service values and standards throughout your organization.
- Strengthen internal “service” cooperation and partnering in order to ensure that all you employees work towards ensuring every customer experience is a positive one.
- Understand the leadership skills managers and supervisors must employ in order to in create and sustain a customer-focused environment.
- Determine what training your staff will need in order to become customer-focused and how to do it.
- Use service recovery (when things go wrong) pro-actively to create customer loyalty.
- Determine what to measure in order to sustain a customer-focused environment.
- 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.
- 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!
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!
BUY NOW
That’s Customer Focus!
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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!
- 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.
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?
"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.
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.
"Thank you for not writing another business book. This is more like a training manual. It’s terrific. You can actually understand how to apply all the theory." - Nancy J. USA
Table of Contents and Outcomes
Chapter 1: Customer Focus 101
- defines what 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: Training and Selection
- describes the attributes of exceptional service providers
- provides a method for evaluating current employee customer-focused behaviour and attitudes
- describes what training is needed to be truly customer-focused
- provides tips on hiring/selecting customer-focused employees
Chapter 7: 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 8: 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 9: 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 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.
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.