{"product_id":"anticipate-hardcover","title":"Anticipate - Hardcover","description":"\u003cp\u003eby \u003cb\u003eBill Thomas\u003c\/b\u003e (Author), \u003cb\u003eJeff Tobe\u003c\/b\u003e (Author)\u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eDesign and implement the ideal customer focus\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e provides business readers with a practical \u003ci\u003ehow-to\u003c\/i\u003e approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. \u003ci\u003eAnticipate\u003c\/i\u003e extends and integrates those techniques to deliver an end-to-end customer experience that can be applied in any industry, by any type of organization. Get proven guidance on how to design and implement a customer-focused journey that moves beyond the transaction and satisfied customers, to a relationship and culture that creates and leverages loyalty - and the profitability that comes with it. \u003c\/p\u003e \u003cul\u003e \u003cli\u003eExplains proprietary methods--such as the Customer Focus Maturity Model (R) and Value Chain Labs (R) --that teach readers the steps and tools organizations use to create, drive and optimize their customer focus.\u003c\/li\u003e \u003cli\u003eAuthors Bill Thomas and Jeff Tobe have used their 10-point framework to guide Fortune 500's, start-ups as well as non-profits in charting a customer-focused journey that matures, anticipates and delivers increasing levels of loyalty and profitability with their customers, and across their broader value chain.\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e will provide you with field-proven steps, tools and examples that you'll use to take your customer-focused strategy, execution and culture to the ideal level. \u003c\/p\u003e\u003ch3\u003eFront Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMuch of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus?\u003c\/p\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary tools--such as the Customer Focus Maturity Model(R) and Value Chain Labs(R)--it explains, in detail, how to develop a customer\/supplier relationship that helps both sides anticipate where they need to go. You'll learn: \u003c\/p\u003e \u003cul\u003e \u003cli\u003eHow to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results\u003c\/li\u003e \u003cli\u003eThe three levels of implementation as defined by the Customer Focus Maturity Model(R) and specific techniques to move your organization further along within a given stage, and from one stage to the next\u003c\/li\u003e \u003cli\u003eHow to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping\u003c\/li\u003e \u003cli\u003eHow to define and deliver unique value at each customer\/supplier touch point\u003c\/li\u003e \u003cli\u003eHow to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e shows you the way to partner with and walk alongside a customer to build an ideal experience together--and eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.\u003c\/p\u003e\u003ch3\u003eBack Jacket\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eMuch of the discussion on customer loyalty has centered on the hospitality or retail industries, analyzing customer experience management at Disney, Starbucks, Nordstrom, and the like. But how can other organizations including manufacturing, financial services, or nonprofits better design, implement, and leverage the most effective customer experience? What steps can organizations take to move from reactive to active and ultimately to a proactive customer focus? \u003c\/p\u003e\u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e provides proven guidance on how to turn satisfied customers into enthusiastic customers who help generate the highest return. Using proprietary tools--such as the Customer Focus Maturity Model\u003csup\u003e(R)\u003c\/sup\u003e and Value Chain Labs\u003csup\u003e(R)\u003c\/sup\u003e--it explains, in detail, how to develop a customer\/supplier relationship that helps both sides anticipate where they need to go. You'll learn: \u003c\/p\u003e\u003cul\u003e \u003cli\u003eHow to apply the Ten-Point Customer Focus Framework, which outlines the key steps successful companies use to create a clear and compelling linkage between their customer focus, growth strategy, and results\u003c\/li\u003e \u003cli\u003eThe three levels of implementation as defined by the Customer Focus Maturity Model\u003csup\u003e(R)\u003c\/sup\u003e and specific techniques to move your organization further along within a given stage, and from one stage to the next\u003c\/li\u003e \u003cli\u003eHow to differentiate among customer behavior, satisfaction, and loyalty, and why a repeat customer isn't always a loyal customer or one worth keeping\u003c\/li\u003e \u003cli\u003eHow to define and deliver unique value at each customer\/supplier touch point\u003c\/li\u003e \u003cli\u003eHow to build, drive, and leverage a value-creating culture throughout the organization, with customers and with your broader value chain\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003e\u003ci\u003eAnticipate\u003c\/i\u003e shows you the way to partner with and walk alongside a customer to build an ideal experience together--and eventually, to enjoy the profits of that partnership. For more information, visit www.AnticipateTheExperience.com.\u003c\/p\u003e\u003ch3\u003eAuthor Biography\u003c\/h3\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBILL THOMAS\u003c\/b\u003e is founder of Centric Performance, LLC, providing a strategic framework and practical tools to organizations committed to enhancing their customer focus and value chain partnerships. Thomas is the creator of the Customer Focus Maturity Model\u003csup\u003e(R)\u003c\/sup\u003e, the first model to identify both the external and internal stages a company goes through, and techniques they use, to optimize the profitability of their customer\/supplier relationships. Thomas has worked with dozens of organizations in their customer focus efforts and has designed and implemented long-term customer focus strategies and processes for many of them. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eJEFF TOBE\u003c\/b\u003e is a Certified Speaking Professional who was chosen as \"one of the top 15 speakers in North America\" by readers of \u003ci\u003eMeetings and Conventions\u003c\/i\u003e magazine. As the founder of Coloring Outside the Lines, Tobe teaches organizations how to think more creatively when it comes to designing and implementing the ideal customer experience. He is a frequent guest on business radio shows and podcasts and has been seen on NBC, Fox News, and local stations across the country.\u003c\/p\u003e\u003cdiv\u003e\n\u003cstrong\u003eNumber of Pages:\u003c\/strong\u003e 224\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003eDimensions:\u003c\/strong\u003e 0.77 x 9.23 x 6.39 IN\u003c\/div\u003e\u003cdiv\u003e\n\u003cstrong\u003ePublication Date:\u003c\/strong\u003e November 06, 2012\u003c\/div\u003e","brand":"Books by splitShops","offers":[{"title":"Default Title","offer_id":51772728115488,"sku":"9781118356913","price":24.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0974\/9764\/5344\/files\/2f8c95f2e969ffde5f4c624703fdfd81.webp?v=1780412648","url":"https:\/\/ebocreations.com\/products\/anticipate-hardcover","provider":"The E-Book Oasis LLC","version":"1.0","type":"link"}