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Abstract

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That's Customer Focus Љ 2008 - 2011
That's Customer Focus Build and sustain customer
focus and service excellence throughout your entire organization.

More details about this book

What will this book enable me to do?

Ten Reasons why...

This 200+ page book includes:

* real situational examples and case studies,
* stories which describe customer-focused excellence,
* examples of best practices
* explanations of how to implement each best practice,
* clear easy-to-follow, step-by-step instructions,
* reproducible assessments, planning, management and evaluation forms
and tools,
* 8Н X 11 format for ease of use

Click here for more details about this book.

More Details About This Book

Based on 20 years of hands-on practical expertise and extensive
research of proven best practices, this book will enable you to develop
and implement a comprehensive action plan for embedding customer focus
throughout your entire organization, department or team.

We explain how to use proven "customer focus" best practices so you
can:
* create long-term customer retention and loyalty,
* continually listen to the voice of the customer,
* create a long-term loyalty-based revenue stream,
* align your systems, people and processes with what your customers
value,
* differentiate your organization through the delivery of exceptional
service and attract new business
* improve employee performance, retention and morale.

A detailed listing of the specifics of what you will be able to do as a
result of reading this book is provided below.We have also provided research
data, testimonials, rationale, and more details about this great book on this
page.

Click here to view the table of contents and outcomes from each
chapter.

Check out the details below about That's Customer Focus and if you have
the time check out:
1. The Customer Focus Companion,
2. our Customer Focus Workshops,
3. Free Online Assessment, and
4. Free Articles about Customer Focus.

Why Customer Focus?

Here are just a few reasons.

Customers consider their overall service experience to be more
important than ever.

* One third of customers are loyal due to consistent, positive
service experiences with their provider.
* 22% refuse to do business with any business that does not provide
excellent customer service.
* 60% include the service experience when making buying decisions

* 70% are willing to pay more for consistent excellent customer
service.

The need to embed customer focus throughout your organization is
greater than ever. (Amex Global Service Barometer)

This book gives you the facts on why customer focus is a winning
business strategy.

You will learn what you need to do to deliver exceptional service,
retain customers, earn customer loyalty, recover pro-actively and
listen to the voice of the customer and you will be able to use the
detailed instructions in this book to transform your organization into
one exceptional customer-focus!

If you want more reasons, read on.

What will this book enable you to do?

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:

1. Establish a clear vision of what customer focus means in your
unique organization.
2. Understand the financial advantages and consequences associated
with implementing a customer focus strategy and build a business
case for this strategy.
3. Understand the enormous impact of customer expectations on your
business and be clear about what it takes to wow customers into
becoming your biggest loyal fans.
4. Use the fully detailed techniques and approaches for listening to
the voice of the customer and use this information to create value
and customer loyalty.
5. Trace the flow of your customers through your organization (Map
your customers' journey) so you can identify and implement
leveraged changes which will have the greatest impact on your
customers' perceptions of your business.
6. Establish and reinforce customer-focused service values and
standards throughout your organization.
7. Strengthen internal "service" cooperation and partnering in order
to ensure that all you employees work towards ensuring every
customer experience is a positive one.
8. Understand the leadership skills managers and supervisors must
employ in order to in create and sustain a customer-focused
environment.
9. Determine what training your staff will need in order to become
customer-focused and how to do it.
10. Use service recovery (when things go wrong) pro-actively to create
customer loyalty.
11. Determine what to measure in order to sustain a customer-focused
environment.
12. 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.

13. Create and implement a customer focus strategy that works.

All of this is accomplished through the use of stories, case studies, real
world examples, detailed straight-forward explanations, application
exercises, job aids, worksheets, planning tools and more. So why not get your
copy right now!

According to a recent AMEX study, your customers are placing
significant emphasis on their service experience with you and this is
having a major impact on their buying decisions. The best time to start
is right now!

"This book outlines a winning strategy for embedding customer focus
throughout your organization." - Eric F., Toronto
____________________
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What are the Benefits of Customer Focus?

About the Training We Offer

Recently named a Top 10 Customer Service Book - click here for details

Index/Links - topics on this page

"If you really want to understand how to create and sustain Customer
Focus, this book is worth every penny."-Thomas W., Texas

Ten Reasons Why Customer Focus and This Book is Worth Your Consideration

We know you want value for your hard earned cash and you need a good
reason before you spend it. Here are ten good reasons based on several
independent research studies.

X. Between 85% and 95% of senior business leaders believe that the
next competitive differentiator is Customer Experience. Implementing a
comprehensive Customer Focus Strategy will give you a unique
competitive advantage.

IX. Beyond price and quality, your customers value how they are
treated. Only 12 -14% of customers leave for product reasons while 68%
leave because of poor treatment by employees.

VIII. Only 4% of unhappy customers ever complain; 90% do not bother to
complain and simply go elsewhere. Your customers are looking for
maximum value when spending their hard-earned cash, particularly in
this economy.

VII. 80% of companies believe they deliver a superior Customer
Experience however only 8% of their customers agree. Your customers
make their buying decisions based on their perceptions of your
organization, not your perception.

VI. Companies lose 50% of their "satisfied" customers. "Satisfy" means
providing nothing more or less than the customer expects. Customers
want to deal with those who demonstrate that their business is valued.
Creating a Customer-Focused Culture is a proven strategy for both
short-term success and long-term growth.

V. Keeping your existing customers is cheaper and more profitable
than getting new ones. The average value of customers is 8 to 10 times
their initial purchase. The cost to attract a new customer is 5 to 6
times the cost to save one.

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.

III. Customer Focus is a profit strategy. Low customer focus
companies average a 1% Return on Sales and lose 2% market share each
year. High customer focus companies average a 10 -12% Return on Sales
and grow 5 - 6% a year.

II. This book will help you to increase customer retention, create
customer loyalty, and ensure sustainable long-term revenue. A 5%
increase in customer loyalty will contribute between 25% and 125%
directly to your bottom line.

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.

That's Customer Focus! is available in paperback and e-book formats. You can
purchase a copy of the paperback for only $29.95 on Amazon or you can
download your copy of That's Customer Focus right now for only US$21.20.

Our e-book version is available through Clickbank. And, when you
purchase our e-book you also get a 60 day money back guarantee which is
as follows: . "ClickBank sells our products - they are a trusted online
retailer specializing in digitally delivered products.". ClickBank
will, at its option, replace or repair any defective product within 60
days from the date of purchase. After 60 days all sales are final.
ClickBank does reserve the right to alter or revise its return policy
at any time."

"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
"Thanks Ray. This book is exactly what I was looking for." Keith B.
-Pepsico

What are the Benefits of Customer Focus?

* 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.

Here is what embedding customer focus can do for you.

The research we have studied and our own experience over the past 20
years clearly shows that any organization that chooses to implement a
customer-focused strategy will at the very least:

I. Build long-term revenue

II. Win customer trust and forge long-term relationships

III. Keep their customers when times are tough

IV. Attract new customers

V. Differentiate themselves from their competition.

VI. Bring out the best in their employees

VII. Maximize operational performance

VIII. Reduce operating expenses by eliminating the cost of poor
service

IX. Create a competitive advantage

Now That's Customer Focus!

The practical strategies and detailed instructions in this book can
help you to achieve these essential performance improvements.

You will be able to create and implement a customer focus strategy that
gets the results you want and need.

So why not get your copy of That's Customer Focus! today?

-

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.

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.

-
"Thank you for not writing another business book. This is more like a
training manual. It's terrific. You can actually understand how to
apply all the theory." - Nancy J. USA

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Detailed Table of Contents

Table of Contents and Outcomes

Chapter 1: Customer Focus 101
* defines what service is and is NOT
* discusses why service is important and presents a business case for
creating a Customer-Focused Organization
* provides you with tools to create a business case for your specific
organization

* explores customer expectations and customer perceptions when it
comes to service

Chapter 2: What is a Customer-Focused Organization?
* provides a simple definition and description of a customer-focused
organization
* provides a description of the common characteristics of a
customer-focused organization

* offers an exercise to critique your own business on its customer
focus

Chapter 3: Creating a Shared Vision and Service Values
* provides you with an explanation of why a shared vision is
important
* suggests the steps to be followed in creating a shared vision
* provides a definition of service values
* outlines the importance of embedding service values throughout the
company

* provides an example of a service values and beliefs

Chapter 4: Service Comes From Within
* explains how and why customer service and customer satisfaction
require cooperation and partnership among employees of different
functions and departments
* helps you to identify your internal service partners
* helps you assess to what degree you are a help or a hindrance to
your customers and identify areas for service improvement
* discusses those situations in which people indirectly affect the
value customers receive
* provides a service checklist that will allow you to see the
relationship between your job and the customer's satisfaction

* helps you to identify ways to help others in the organization to
provide service more effectively

Chapter 5: Customer-Focused Leadership
* explains why service is a leadership issue
* defines ten key Customer-Focused Leadership Principles (Best
Practices)

* provides you with a method to assess your current level of
customer-focused leadership

Chapter 6: Training and Selection
* describes the attributes of exceptional service providers
* provides a method for evaluating current employee customer-focused
behaviour and attitudes
* describes what training is needed to be truly customer-focused

* provides tips on hiring/selecting customer-focused employees

Chapter 7: Know Your Customers
* outlines the importance of listening to the voice of the customer
* offers a simple method to better understand your customers and
their needs
* provides sample surveys and customer interview tools
* explains important considerations when designing your survey
process

* assists you in designing your own survey instrument

Chapter 8: Know Your Competition
* provides unique techniques for gathering information about your
competition
* provides an exercise to apply the techniques for gathering
competitive information
* offers an exercise for producing a competition report card
* Chapter 9: Learning From Your Customers
* provides a definition of Moments of Truth
* offers tips for identifying Moments of Truth
* provides a definition for identifying critical customer incidents
* offers tips and techniques for investigating critical customer
incidents

* suggests ways critical customer incidents can be used to aligned
your processes and procedures to ensure a quality customer
experience.

Chapter 10: Service Standards
* discusses important considerations when using service standards
* discusses the need for integrating service standards into training
and day-to-day performance
* provides examples of specific customer service standards for
greeting the customer, transfers, putting callers on hold and
problem resolution
* gives examples of how phone messages, voice mail and email can be
used to demonstrate customer commitment

* offers recommendations on how to establish service standards

Chapter 11: Pro-Active and Effective Recovery
* explains why service recovery is of strategic importance
* discusses the development of specific pro-active recovery plans
* provides an analysis tool to help you determine the current state
of your service recovery methods

* provides an approach for dealing with angry customers

Chapter 12: Reward and Recognition
* provides an outline for designing your own Reward and Recognition
program

* includes a list of critical "Do's and Don'ts" for designing your
Reward and Recognition Program

Chapter 13: Measuring Operational and Service Quality
* provides a case study that illustrates the connection between
service and operational measures
* offers examples of operational measures
* explains how these operational measures can be used as the
foundation of your improvement efforts
* provides an exercise to help you identify your operational and
service measures

* provides an exercise for identifying your service and quality
improvement readiness

Chapter 14: Conclusion and Critical Action Items Checklist
* this checklist will help you organize and plan your
Customer-Focused Strategy and Implementation plan

Consultants would charge you hundreds if not thousands of dollars for
the knowledge we provide you is this incredible resource.

Get your copy today.
-

Why Customer Focus?

Want to find out how Customer-Focused you are?

Click here and complete a free online assessment to determine your
current level of customer focus.

Want to find out how Customer-Focused you are?

Click here and complete a free online assessment to determine your
current level of customer focus.

Workshops also available!

Six amazing workshops and an online program to help you create and
sustain customer focus in your organization.

Click here to find out more

Workshops also available!

Six amazing training programs to help you create and sustain customer
focus in your organization.

Click here to find out more
Training Programs- Training Programs- Training
Programs-

View the Table of Contents

Customer Focus Books and Training Programs

Click here to find out about

Maximizing the Customer Experience Online Certification Training
Program
- - -

What is Customer Focus?

Some people refer to it as Customer Driven, others call it Customer Centric,
Customer Oriented, Client Focused, Customer Friendly or Customer-Focused
Culture. Whatever you want to call it, it looks something like this...

1. You and all of your employees demonstrate an unwavering commitment to
service excellence regardless of the economic climate.

2. Every employee understands how this leads to customer retention,
customer loyalty, customer advocacy and sustainable profitability.

3. Every action you and your employees take is based on a relentless
commitment to meeting and exceeding customer expectations each and
every day.

4. You constantly listen to the voice of your customers and change the
way you do business in order to continually make it easier for your
customers to do business with you.

5. You know your customer touch points and supporting internal
processes and you constantly evaluate and improve these to reflect what
your customers value.

6. Every one of your employees understand what he/she must do and is
empowered to act in a manner which adds value to every interaction with
both the paying customer and those within the organization that rely on
them for their work.

... That's Customer Focus!

You will find out why each of these six outcomes are important and
learn how to create and implement a practical and hands-on plan for
achieving them in order to maximize customer focus.

Available in paperback and e-book

PAPERBACK ONLY $29.95

BUY NOW!
-

Prefer a training program?

Click here

What's inside..

What is Customer Focus?

RETURN TO PREVIOUS

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E-BOOK ONLY $21.20
BUY NOW
-

PAPERBACK ONLY $29.95

BUY NOW!
-
E-BOOK ONLY $21.20
BUY NOW
-

This book explains why customer focus is a key business strategy and shows
you how to create and implement a practical and hands-on plan for creating
and maximizing customer focus throughout your entire organization.

Video of TV interview with the author. Run time is 4 minutes.

Adobe Flash 10 or higher required to play video

PAPERBACK ONLY $29.95

BUY NOW!
-
E-BOOK ONLY $21.20
BUY NOW
-

Adobe Flash 10 or higher required to play video

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