Anticipate
暫譯: 預測

Thomas, Bill, Tobe, Jeff

Anticipate
  • 出版商: Wiley
  • 出版日期: 2012-11-06
  • 售價: $1,010
  • 貴賓價: 9.5 折 $960
  • 語言: 英文
  • 頁數: 224
  • 裝訂: Hardcover - also called cloth, retail trade, or trade
  • ISBN: 1118356918
  • ISBN-13: 9781118356913

    • 海外代購書籍(需單獨結帳)

相關主題

商品描述

Design and implement the ideal customer focus

Anticipate provides business readers with a practical how-to 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. Anticipate 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.

  • Explains 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.
  • Authors 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.

Anticipate 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.

商品描述(中文翻譯)

**設計與實施理想的客戶導向**

《Anticipate》為商業讀者提供了一個實用的「如何做」方法，幫助他們將客戶與供應商的關係轉變為更可持續且雙方皆獲利的模式。關於客戶體驗的討論大多集中在餐飲或零售行業，並展示了組織用來提供更好服務和創造更滿意客戶的具體技術。《Anticipate》擴展並整合這些技術，提供一個可以在任何行業、任何類型組織中應用的端到端客戶體驗。獲得經驗證的指導，了解如何設計和實施一個以客戶為中心的旅程，超越交易和滿意的客戶，建立一種創造和利用忠誠度的關係與文化，以及隨之而來的獲利。

- 解釋專有方法，例如客戶導向成熟度模型 (Customer Focus Maturity Model, R) 和價值鏈實驗室 (Value Chain Labs, R)，教導讀者組織用來創建、推動和優化其客戶導向的步驟和工具。
- 作者 Bill Thomas 和 Jeff Tobe 使用他們的十點框架，指導《財富》500 強企業、初創公司以及非營利組織規劃一個以客戶為中心的旅程，這個旅程不斷成熟、預測並提供與客戶之間日益增長的忠誠度和獲利能力，並延伸至更廣泛的價值鏈。

《Anticipate》將為您提供經過實地驗證的步驟、工具和範例，幫助您將以客戶為中心的策略、執行和文化提升到理想的水平。

作者簡介

BILL THOMAS 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(R), 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.

JEFF TOBE is a Certified Speaking Professional who was chosen as "one of the top 15 speakers in North America" by readers of Meetings and Conventions 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.

作者簡介(中文翻譯)

比爾·托馬斯是Centric Performance, LLC的創辦人，為致力於提升客戶專注度和價值鏈夥伴關係的組織提供戰略框架和實用工具。托馬斯是客戶專注成熟度模型(R)的創建者，這是第一個識別公司在優化客戶/供應商關係的盈利能力過程中所經歷的外部和內部階段及其使用的技術的模型。托馬斯曾與數十個組織合作，協助他們的客戶專注努力，並為許多組織設計和實施了長期的客戶專注策略和流程。

傑夫·托比是一位認證演講專業人士，被會議與大會雜誌的讀者評選為「北美前15名演講者之一」。作為「超越界限」的創辦人，托比教導組織在設計和實施理想的客戶體驗時如何更具創造性。他經常出現在商業廣播節目和播客中，並曾在NBC、福克斯新聞及全國各地的地方電台上亮相。

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