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THE CUSTOMER REVOLUTION:HOW TO THRIVE WHEN CUSTOMERS ARE IN CONTROL

By: Material type: TextTextPublication details: RANDOM HOUSE BUSINESS BOOKS NEW YORK 2001Description: 396ISBN:
  • 0-7126-6984-1
Subject(s): DDC classification:
  • 2341 658.812
Available additional physical forms:
  • 1
Contents:
Embrace the customer revolution and thrive in the customer economy -- What happened in the music industry will happen to you -- A dozen customer demands that will change your business -- Surviving the e-market revolution -- It's the customer economy : leverage your customer capital and grow your customer franchise -- Managing by and for customer value -- The saving grace : deliver a great total customer experience -- Implement a customer flight deck and take the eight steps to a great total customer experience. The first step : create a compelling brand personality -- The second step : deliver a seamless customer experince across channels and touchpoints -- The third step : care about customers and their outcomes -- The fourth step : measure what matters to customers -- The fifth step : hone operational excellence -- The sixth step : value customers' time -- The seventh step : place customers' "DNA" at the core -- The eighth step : design to morph -- Conclusion : flight plans for the customer economy.
Summary: Focuses on the customer as the driving force behind the Internet economy and explains how customer loyalty and satisfaction can affect business success.
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Holdings
Item type Current library Call number Status Date due Barcode Item holds
Book Book Main Library 658.412 / LEW / 2341 (Browse shelf(Opens below)) Available 1112341
Total holds: 0

Embrace the customer revolution and thrive in the customer economy --
What happened in the music industry will happen to you --
A dozen customer demands that will change your business --
Surviving the e-market revolution --
It's the customer economy : leverage your customer capital and grow your customer franchise --
Managing by and for customer value --
The saving grace : deliver a great total customer experience --
Implement a customer flight deck and take the eight steps to a great total customer experience. The first step : create a compelling brand personality --
The second step : deliver a seamless customer experince across channels and touchpoints --
The third step : care about customers and their outcomes --
The fourth step : measure what matters to customers --
The fifth step : hone operational excellence --
The sixth step : value customers' time --
The seventh step : place customers' "DNA" at the core --
The eighth step : design to morph --
Conclusion : flight plans for the customer economy.

Focuses on the customer as the driving force behind the Internet economy and explains how customer loyalty and satisfaction can affect business success.

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