"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. A 5% increase in customer
loyalty will contribute between 25% and 125% directly to your bottom
line.
"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
V. Keeping your existing
customers is cheaper and more profitable than getting new ones.
"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
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. Service Quality
will give you a unique competitive advantage.
"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.
"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.
"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
If you are going to read one book
this summer, read one which will enable you to achieve all of these
and give You
the Competitive Advantage!
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. It is based on 20 years of hands-on
experience, research and draws upon the best practices of
organizations which have achieved exceptional customer focus.
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.
What 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:
-
Define
customer focus for your unique organization.
-
Build a business case for
implementing a customer focus business strategy.
-
Understand the impact of customer
expectations on your business and what it takes to
wow
customers into becoming your biggest fans.
-
Listen to the voice
of the customer and use this information to
create value and
customer loyalty.
-
Map your customers’
journey through your organization so you can make changes which
will significantly impact 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
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.
All of this is accomplished through
the use of stories, case studies, real world examples, plain talk
narrative, detailed explanations, application exercises, job aids,
worksheets, planning tools
and more. So why not get your copy right now!
If you would like more information
about this terrific book as well as lots of free,
very useful resources, please click on the following links:
What is Customer Focus?
click
here...
Why Customer Focus?
click
here...
About the Authors
click
here...
That's Customer Focus -Table of
Contents click here...
Free
"How Customer-Focused Are You? online assessment
click here...
Free
"Small Business Assessment"
click
here...
Free
"Customer-Focused Leadership" Online Assessment
click here...
Free
- look inside the book at Amazon
click here...
Why Compete - Why not dare to be
different! click here...
Free
Articles
click here...
Want a training Program
instead? click here...
Other books from the authors of That's
Customer Focus
click here...
Return to top of
page
If you wait for economic
conditions to improve, that will probably be too late. The best time to start is
right now.
Right
now there is a tremendous opportunity for you to retain
existing customers and acquire new business if you
leverage the competitive advantages attributed to sharper customer
focus.
Sharpened customer focus and service excellence are valued
by customers and
this leads to long-term customer retention, loyalty, referral
business, and more.
In
the current economic climate, you can be assured that your customers are more
discerning about where they spend their hard-earned cash. If they do
not believe that you value their business they will look
elsewhere!
While
some
will always be attracted by the best price in town, customer
research continually confirms that most customers see value in dealing with a company
they can trust and whom they believe values their business by
providing them with products, services and a level of personal
attention and care which is better than they would get elsewhere.
If you get your
customer's experience
right your customers will reward you with a greater share of their
wallets.
Thanks for your time. I hope you
will purchase a copy of this great book.
What is Customer Focus? – In 30
seconds or less…
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.
Return to topic menu
Return to top of
page
Why Customer Focus?
"Customer
Focus" is a proven, sustainable business model and while relevant in
any economy, it is particularly important when economic conditions
are difficult.
Research shows that Customer-Focused
companies, departments and teams enjoy greater customer
retention, loyalty, internal cooperation (service), perceived value,
customer-friendly processes, improved workflow, employee retention
and morale, and sustained long-term revenue. This is because they
recognize the long-term value that loyal customers represent and
they have shaped the way they do business in a way that their
customers value. They know
what their customers want and expect and continually look for ways
to deliver a level of service which exceeds these.
They are
relentless in their pursuit of creating customer value, not just on
the frontline but throughout their entire organization and...
That's Customer Focus!
This
book includes essential information covering:
-
What Customer-Focused Organizations know and do.
-
Why Customer Focus represents a proven, long-term, sustainable
business strategy.
-
How Customer Focus will improve your organization's performance.
And more importantly, we provide you with:
Your book is simply excellent!"
Ellise F. - Chicago
Return to topic menu
Return to top of
page
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 of
page
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.
Return to topic menu
Return to top of
page
Free Small Business Online
Assessment based on Malcolm Baldridge Award Criteria
Our
Small Business Assessment can help your company identify important
opportunities for improving service, productivity & efficiency,
employee morale, sales and marketing, and profitability.
This carefully crafted assessment is designed with the small
business manager in mind. It will help probe the most significant
areas of your business operation, in the minimum amount of time and
is based on the proven content of the Malcolm Baldrige Quality Award
criteria.
The Malcolm Baldrige Quality Award is a federally governed award
instituted in 1987 to promote a framework for evaluating and
improving business efficiency. The award is granted each year to
stellar companies and organizations in manufacturing, service,
education and small business.
Small businesses have earned distinctive reputations by successfully
applying the Malcolm Baldrige Quality Award criteria as a means for
evaluating their company.
This
free online assessment will provide a source of information on
managing for excellence and facilitating communication about
performance excellence within your organization. This
self-assessment could be the first step for your company to join the
ranks of the best-managed small businesses.
"You can pay
high priced consultants thousands of dollars to help you enhance
customer focus or you can buy That's Customer Focus! and do-it-yourself."
Terry M. - Halifax
Click here to go to this online assessment.
Return to topic menu
Return to top of
page
Free Customer-Focused
Leadership - Online self-assessment.
Customer
Focus is first and foremost a leadership issue. In fact, the number
one reason why most service or customer focus initiatives fail is
due to a lack of customer-focused leadership by those who manage and
lead others.
This
free, exceptional online
assessment tool will enable you to assess your current level of Customer-Focused Leadership.
We have been using this assessment for years as part of our
Customer-Focused Leadership training program.
It will help to identify your strengths as well as areas
which require development in all of the proven dimensions of
Customer-Focused Leadership.
Please note, you will need to provide your name and email
address in order to complete this excellent tool and so we can send
you a report of your results. But fear not, we will not sell,
assign or give this information to anyone.
Click here to access the assessment.
"This book is a must for anyone
who wants to put their organisation on a path to success!"
Robert C. - Bristol
Return to topic menu
Return to top of
page
Why compete!
Instead, why not dare to be
different!
Do you want to keep the
customers you have without having to buy their business?
Do you want to attract new
customers through word of mouth advertising who want to deal with
you rather than your competitors?
You have the choice. You can compete and fight to get every customer
you've got, drop prices, introduce special promotions, spend a fortune bringing them in
the front door, while at least 80% of them quietly leave through the back door...
OR
You can differentiate your business by
becoming a truly Customer-Focused Company!
The-best-of-the-best do this. They know that the only long-term
strategy that effectively creates customer loyalty, long-term
sustainable revenue and which strengthens both internal service
performance and productivity is a Customer-Focused strategy.
When economic conditions are
tough, your customers are more discerning and they are looking for the most
value for their shrinking disposable income. Now is the perfect time
to sharpen your customer focus and protect your business by taking
steps to sharpen customer focus and build long-term customer loyalty.
In today's competitive marketplace, satisfying your customers is no
longer
enough. Can you afford to take any chances?
Customer-Focused
companies, departments and teams enjoy greater customer
retention, loyalty, internal cooperation (service), perceived value,
customer-friendly processes, improved workflow, employee retention
and morale, and sustainable long-term revenue. This is because they know
what their customers want and expect and continually look for ways
to deliver a level of service which exceeds these.
They are
relentless in their pursuit of creating customer value, not just on
the frontline but throughout their entire organization and...
That's Customer Focus!
Please don't forget that if your competitors are more
Customer-Focused than you, they are hurting your business where it
counts most...The Bottom Line!
This
book will give you the knowledge and tools you need to enhance customer
focus throughout your entire organization. Why pay thousands when you
can get access to the strategies, approaches and tools you need to for
such a great price!
Chances are you will find ideas, concepts and approaches
detailed in this book that you have not considered. Given the price
and the guarantee it is certainly worth checking out.
For close to 20 years
we have been working with companies to help them achieve greater
customer focus and service excellence. In that time we have
accumulated considerable knowledge and experience in what business
owners, mangers and employees need to do in order to develop and
implement a comprehensive strategy and action plan which will
sharpen customer focus throughout their entire organization.
All of this experience has been captured in this amazing book.
This
excellent book is available in paperback or e-book.
Our
E-books come with a money-back guarantee!
If,
in the next 8 weeks, you are not satisfied with the e-book, we’ll
give you your money back. All of our e-books come with
a full money back guarantee.
Amazon has it's own rules when it comes to return policies on
paperbacks and we are obliged to abide by them so we can only extend
the money back guarantee to the e-book version.
But this doesn't change how confident we are that if you implement
the strategies and approaches fully explained in this book you will
achieve even greater customer focus.
Return to topic menu
Return to top of
page
