PRAISE FOR ANTICIPATE
"Anticipate is insightful, interesting, and relevant to all companies who focus on delivering an exemplary customer experience. This book debunks common myths and outlines a customer focus framework to deliver customer value at every touch point. If you strive for a customer-centric focus within your company, you'll garner great insight from Anticipate."
—KAY PHELPS, Senior Manager, Product Marketing, Avaya, Inc.
"Anticipate is a blueprint for success for any business! We wouldn't exist without our customers and this book delivers a three-step process to becoming even more customer-centric."
—DAWN WELLHAUSEN, Director, Global Marketing Programs, Aspect Software, Inc.
"We are a family-run business and our focus has always been on customer service. Reading this book made us re-evaluate our policies and procedures. Anticipate's Ten-Point Customer Focus Framework is our new benchmark to ensure that our emphasis is on the customer experience, not just on service."
—STACEY ISON, President, Toronto Honda
CHAPTER 1 Strategy—Creating and Destroying Customer Value 1
CHAPTER 2 Doing the Right Things for the Wrong Reasons 17
CHAPTER 3 Not All Customers Are Good Customers 33
CHAPTER 4 When Customers Speak—Who Hears Them? 45
CHAPTER 5 Input Is Vital—But Involvement Multiplies the Value 59
CHAPTER 6 It Takes Two to Be Engaged 77
CHAPTER 7 Customer Focus Is a Process—Not an Event 101
CHAPTER 8 Culture—The Soft Stuff Is the Hard Stuff 123
CHAPTER 9 Managing Change, Performance, and Talent 151
CHAPTER 10 Leveraging Your Culture and Value Chain 187
Index 209
Overview
PRAISE FOR ANTICIPATE
"Anticipate is insightful, interesting, and relevant to all companies who focus on delivering an exemplary customer experience. This book debunks common myths and outlines a customer focus framework to deliver customer value at every touch point. If you strive for a customer-centric focus within your company, you'll garner great insight from Anticipate."
—KAY PHELPS, Senior Manager, ...