VIII.
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.
"This book is a must for anyone
who wants to put their organisation on the path to success! In
fact, I purchased a copy for every one of my Managers." -
Richard C., London
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.
"This book avoids theory and focuses
on the practical. It provides tools and detailed processes you
can use immediately. It's an excellent resource!" - Beth D., Perth
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.
"This book outlines a winning strategy for embedding customer
focus throughout your organization." - Eric F., Toronto
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.
"Great information in an
extremely useful format. I love the way you describe things in a
very comfortable and clear fashion." - Ed M., New York
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.
"I particularly liked the sections
on strengthening internal partnerships. People need to know how
what they do impacts on the customer. The approach you outlined
really helped." - Anthony D., Dublin
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.
"Thanks Ray. This book is exactly
what I was looking for." Keith B. -Pepsico
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 really liked your stories and
situational examples. These really helped me to understand how
to look at my business through my customers' eyes. - Roger M.,
Houston
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.
"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
This book will enable you to
achieve greater customer focus and give You
a unique Competitive Advantage!
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. It is based on 20 years of hands-on
experience, research and draws upon the best practices of
organizations which have achieved exceptional customer focus.
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.
What will this book enable you to
do?
Using this
200 page resource, 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.
-
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!
Save 15% if you buy this month! Now get the eBook for only $21.20
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...
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.
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, referral
business, and more.
In
the current economic climate, 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!
While
some
will always be attracted by the best price in town, customer
research continually confirms that most 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 your customers will reward you with a greater share of their
wallets.
Thanks for your time. I hope you
will purchase a copy of this great book.
For
more information or if you require help
please
contact us.
Back to
top of page
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
Return to topic menu
Back to
top of page
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.
Return to topic menu
Back to
top of page
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
Return to topic menu
Back to
top of page
Return to topic menu
Back to
top of page
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.
The Overworked and
Under-Appreciated Manager's Guide to Creating a Customer-Focused
Organization.
