Please read on. There are links to all
kinds of useful
free resources included below.
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 and referrals.
In this market, 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!
Some
will always be attracted by the best price in town, but customer
research 
continually confirms that a greater
percentage of 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 when times are tough you will certainly reap the benefits and
rewards of customer focus as conditions
improve.
"This book avoids theory and focuses
on the practical. It's provides tools and detailed processes you
can use immediately. It's an excellent resource!" - Beth D., Perth
By the time you have finished this
book, you will be able to develop and implement a detailed
action plan for how you will maximize customer focus throughout your
organization, department or team.
Here are just some of the other things you
will be able to do as a result of reading this book. You 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 and use this 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 download your copy right now.
"Thanks Ray. This book is exactly
what I was looking for." Keith B. -Pepsico
That's Customer Focus! is a practical,
hands-on guide which gives you the knowledge and tools you need to
become a Customer-Focused organization.
Containing
almost 200 (8½ X 11) pages, this book is a tremendous value.
Our e-Book version is only
$24.95 and it's
guaranteed!
Our
E-books are guaranteed!
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.
If you would like more information
about this terrific book and its authors as well as lots of free,
very useful resources, please click on the following links:
What is 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 download
- excerpt from Chapter one of Book
click here...
Why Compete - Why not dare to be
different! click here...
Free
Articles
click here...
Want a training Program
instead? click here...
Other e-books from the authors of That's
Customer Focus
click here...
"This Book
is a Manager's
Survival Guide to Customer Focus" Charles G. - Montreal
Remember,
if,
in the next 8 weeks, you are not satisfied with the e-book version
of That's Customer Focus, we’ll
give you your money back.
That truly is no risk and tremendous potential for
return!
Buy
That's Customer
Focus!
today.
For
more information or if you require help
please
contact us.
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What is Customer Focus? – In 30
seconds or less…
We
call it Customer Focus, others call it a customer centric
organization. Whatever terminology you wish to use, here's a short
definition:
-
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.
-
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 in greater detail but, more
importantly, we also provide you with a detailed roadmap and clear
directions on how to achieve each of these essential aspects of
customer focus.
Your book is simply excellent!"
Ellise F. - Chicago
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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.
For the e-book
version click on the Order now! button below.
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Assess your current
level of Customer Focus for free!
How Customer-Focused
Are You?
You may be thinking that
you and your organization are quite customer-focused. You are not
alone and you may be right. 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.
In the world of customer
focus, whose perception is more important? Obviously, the customer’s
perception. In a highly competitive marketplace can we 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.
"This exceptional e-book
presents proven and critical 'best practice' strategies
and supporting tactics which
will help to create or enhance customer focus in your Company."
Edward M. - New York
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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.
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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
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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.
If you are going to read one book
this summer, read one which will give
You
the competitive advantage!
