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Author: D. Keith Pigues
Publisher: John Wiley & Sons
ISBN: 0470768517
Category : Business & Economics
Languages : en
Pages : 502
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Book Description
Do Your Customers Make More Money Doing Business With You? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win and win big. Winning with Customers offers a step-by-step playbook to help companies develop this capability for themselves, act on it, build a culture around it and sustain it over time. The playbook includes case studies, interviews, and tools from leading B2B companies who have demonstrated success. Written by recognized business thought leaders and practitioners, this book will guide you to profitable growth. The book also serves as a launch point into a community of like-minded executives that includes a companion website which offers exercises, access to thought leaders, and other tools help you win with customers.
Author: D. Keith Pigues
Publisher: John Wiley & Sons
ISBN: 0470768517
Category : Business & Economics
Languages : en
Pages : 502
Get Book Here
Book Description
Do Your Customers Make More Money Doing Business With You? Knowing the answer can help you build measurable and valuable customer relationships, outperform the competition, and unlock profitable growth. Companies are blind to opportunities for profitable customer relationships without a deep understanding of how they create customer value relative to competitors. With a rigorous and measurable understanding of how customers make more money today and in the future with you, combined with supporting plans and tools to align the entire organization for success, a company can win and win big. Winning with Customers offers a step-by-step playbook to help companies develop this capability for themselves, act on it, build a culture around it and sustain it over time. The playbook includes case studies, interviews, and tools from leading B2B companies who have demonstrated success. Written by recognized business thought leaders and practitioners, this book will guide you to profitable growth. The book also serves as a launch point into a community of like-minded executives that includes a companion website which offers exercises, access to thought leaders, and other tools help you win with customers.
Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
Author: Michael Schrage
Publisher: Harvard Business Press
ISBN: 1422187853
Category : Business & Economics
Languages : en
Pages : 102
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Book Description
Who do you want your customers to become? According to MIT innovation expert and thought leader Michael Schrage, if you aren’t asking this question, your strategic marketing and innovation efforts will fail. In this latest HBR Single, Schrage provides a powerful new lens for getting more value out of innovation investment. He argues that asking customers to do something different doesn’t go far enough—serious marketers and innovators must ask them to become something different instead. Even more, you must invest in their capabilities and competencies to help them become better customers. Schrage’s primary insight is that innovation is an investment in your client, not just a transaction with them. To truly innovate today, designing new products or features or services won’t get you there. Only by designing new customers—thinking of their future state, being the conduit to their evolution—will you transform your business. Schrage explains how the above question (what he calls “The Ask”) will incite you and your team to imagine and design ideal customer outcomes as the way to drive your business’s future. The Single is organized around six key insights and includes practical exercises to help you apply the question to your current situation. Schrage also includes examples from well-known companies—Google, Facebook, Disney, Starbucks, Apple, IKEA, Dyson, Ryanair, and others—to illustrate just what is possible when you apply “The Ask.” Marketing executives, brand managers, strategic innovators, and entrepreneurs alike should understand how successful innovation rebrands the client and not the product. A requisite question for its time, Who Do You Want Your Customers To Become will liberate you and your team from ‘innovation myopia’—and turn your innovation efforts on their head. HBR Singles provide brief yet potent business ideas, in digital form, for today's thinking professional.
Author: Bolivar J. Bueno
Publisher: McGraw Hill Professional
ISBN: 0071787887
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
“B.J. Bueno and his team at The Cult Branding Company respect and understand what so many strategists miss: before we can be experts on product, sales, or the market, we must fi rst be experts on human nature. They have a proven track record of building healthy, sustainable businesses for some of the best brands in the world—using the very process outlined in this book.” —BERT JACOBS, chief executive optimist, The Life is good Company “B.J. Bueno yet again deftly captures the essence of what is required to build and sustain a great brand. If you want to attract and retain highly profi table “brand lovers” rather than stalk new customers, then carefully read this book. B.J. wisely outlines why this is vital and importantly, how to actually do it in today’s marketplace! —DARRYL “DC” COBBIN, president, Brand Positioning Doctors, and former VP of Marketing, 20th Century Fox “Customers First tells the truth. I got a shiver up my back reading this book: What if my competitors read this and follow B.J.’s advice? I don’t care what size business you run, you could and should do exactly as this book instructs. As I was reading, I kept thinking of ways to get my customers to tell me how to be better.” —DAVID RATNER, owner, Dave’s Soda and Pet City MASTER THE SCIENCE OF MARKET DOMINATION... Brand Lovers are the best of your best customers. They power Harley-Davidson to the top of the enthusiast motorcycle market; they’re the core of Apple’s dominant position in portable devices; and they’re the reason why no other premium grocery chain can take a bite out of Whole Foods’ market share. Customers First, by top branding strategist B.J. Bueno, shows how your business will achieve this level of extreme customer loyalty through Brand Modeling, the objective and scientific analysis of your organization’s performance across a wide range of situations. An accurate Brand Model will arm you with hard data to pinpoint and engage your brand’s most passionate customers—and give you an action plan for inspiring and empowering these Brand Lovers to be your most effective evangelists. Much more than a summary of who you are and what you do, a Brand Model maps your business’s DNA to help you build an unbeatable competitive advantage. Through examples of real-world success stories—among them, IKEA, Nike, Coca-Cola, apparel upstart The Life is good Company, Starbucks, and Southwest Airlines—and a detailed sample case study that shows effective Brand Modeling practices in action, Customers First delivers strategic insights and proven techniques for you to: Differentiate your products in ways that are meaningful to your best customers Drive growth by creating brand extensions that are a natural fit with your existing products Significantly improve marketing ROI by avoiding customers not interested in your brand Visually and verbally communicate brand values that resonate with your best customers Brand Modeling evolves the current state of marketing to a new level of sophistication. In Customers First, B.J. Bueno shows how to use this critical tool to eliminate guesswork from your marketing efforts and focus more clearly on understanding (and pleasing) your most valuable ally in the battle for market dominance: The Brand Lover. B.J. BUENO is founder and managing partner of The Cult Branding Company, the premiere Brand Modeling and consumer insight research firm. He is a board member of the Retail Advertising and Marketing Association and a member of the Chief Marketing Officers board for international retailers.
Author: Howard Tiersky
Publisher: Cranberry Press, LLC
ISBN: 9781734558531
Category : Business & Economics
Languages : en
Pages : 400
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Book Description
Tiersky lays out a simple but detailed five step methodology that any company can follow to align their teams around a vision for the customer experience that will maximize their competitiveness in the market, identify the quick wins that will help them out of the gate, and ultimately drive the transformation needed to bring their company into alignment with today's digital world.
Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262
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Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: Heinz Goldman
Publisher: Dutton Adult
ISBN: 9780801538988
Category :
Languages : en
Pages :
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Book Description
Author: Blake Morgan
Publisher: HarperCollins Leadership
ISBN: 1400213649
Category : Business & Economics
Languages : en
Pages : 225
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Book Description
With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization!
Author: Patrick Barwise
Publisher: Harvard Business Press
ISBN: 9780875843988
Category : Business & Economics
Languages : en
Pages : 238
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Book Description
In this radically conservative book, the authors advocate a back-to-basics approach to marketing that replaces the relentless quest for differentiation with a relentless focus on these types of basic customer needs The authors’ research shows that most companies have been ignoring the basics for too long. At the heart of the authors’ approach is a view of why customers buy what they do. Barwise and Meehan argue that marketers must understand what customers want from the entire product or service category. So rather than focus on new luxury attributes for a specific car —marketers need to understand what basic needs customers have for automobiles in general (ie: safety, handling, etc). Once they figure that out—they need to deliver on those basic needs better than everyone else.
Author: Jean Ginzburg
Publisher: Createspace Independent Publishing Platform
ISBN: 9781977601704
Category :
Languages : en
Pages : 84
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Book Description
You don't know where to begin. You are frustrated because you don't know all the strategies and tactics to grow your business. You are all over the place-starting one thing, finding that at first sight it might not be working and giving up. Then jumping to the next shiny thing and only to find that, it too has failed. This is known in the community as "shiny object syndrome." You love your idea or product but you don't know how to use digital marketing as a channel for your business. You also feel overwhelmed at all the steps needed to take to get to the final destination and it makes you uneasy. And on top of all that, you are getting customers haphazardly. One month you might have a ton of customers, the next months it's crickets. You have an amazing business and a solid product. And I know you want to get there! I know you want to feel successful. You want to get to the point where you know what you need to do to create a strategy for your business. You understand how to execute on next steps. You don't feel like digital marketing makes your head hurt or is too complex and complicated. You understand all the main components of digital marketing and you know how to use each of the components and at which time. You see your business growing and are excited you've created a successful venture. With this book, I can take you there! I can get you to where you WANT to be. You have probably tried from one to dozens of books, courses and paid programs targeted to entrepreneurs. These courses typically lure entrepreneurs in with amazing results and stretched stories of how someone, somewhere has made thousands of dollars utilizing this one method that will make you rich. This book is different. And do you know why? Because this framework has been refined and perfected over five years. This isn't just a quick system that I set up. This is a framework that worked for my business AND my clients' businesses. This book goes through all the aspects of customer acquisition. You don't need to buy multiple books for how to create funnels or how to run Facebook ads. This book contains the ultimate guide to how to find new customers. This framework is a long-term investment in your business. This isn't about making a quick buck. If you want to invest in your business to have as your own for your revenue stream or to eventually sell, this formula I used to grow my clients' businesses from several thousand dollars per month to 7 figures per year can help you do that.
