Inspire!: Why Customers Come Back [NOOK Book]

Overview

8 POWERFUL WAYS TO INSPIRE TODAY’S TOUGH CUSTOMERS IN TOUGH TIMES AND MAKE THEM STICK!

“With Jim Champy’s well-proven gift for keen management analysis, today’s essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and—most important—usable.”

Alan Spoon, Managing General Partner, Polaris Venture Partners

“If you love the game of ...

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Inspire!: Why Customers Come Back

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Overview

8 POWERFUL WAYS TO INSPIRE TODAY’S TOUGH CUSTOMERS IN TOUGH TIMES AND MAKE THEM STICK!

“With Jim Champy’s well-proven gift for keen management analysis, today’s essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and—most important—usable.”

Alan Spoon, Managing General Partner, Polaris Venture Partners

“If you love the game of business, you’d be hard pressed to find a book with more ‘good moves’ per page than INSPIRE!

Paal Gisholt, President and CEO, SmartPak

“Full of insightful ideas, this book is for those who like winning, who embrace innovation, and who wish to transform how they lead. It is not for the defenders of the status quo.”

Michael Dowling, President and CEO, North Shore-Long Island Jewish Health System

INSPIRE! provides ‘food for thought’ and insightful guidance for all companies. This is particularly important in today’s economy where even established companies are looking for ways to maintain the growth they have enjoyed in better times.”

Chiquita White, Section Head, Product Development, Procter & Gamble

Jim Champy revolutionized business with Reengineering the Corporation. Now, in Inspire!, the second book in a series about what’s new and really works in business, he takes on the challenge of inspiring customers–even in tough times. In an era of commoditization and ever less loyal customers, this book shows how to keep customers coming back.

Drawing on dozens of original case studies from companies in a variety of industries, new and old, Champy reveals how to define a consistent value proposition your customers will be passionate about–and will stay passionate about. You’ll learn how to engage a new generation of customers who value transparency and authenticity above all...how to reinvigorate your company in the face of brutally tough and creative competition...how to go beyond mere marketing campaigns to lead crusades customers want to join.

Once again, Jim Champy has given businesses actionable solutions to one of the most challenging problems they currently face: making customers stick.

How to reignite customer loyalty by…

• Bringing authenticity to everything you do

• Creating new products that reflect the best of what you really are

• Delivering new value based on convenience, simplicity, and honesty

• Nurturing your mystique

• Choosing the right channel partners

• Doing well by doing good

Want more? Check out the e-book collection, Jim Champy on What's Really Working in Business. This brand new collection contains state-of-the-art business insights from world-renowned expert Jim Champy…now in a convenient e-format, at a great price!

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Product Details

  • ISBN-13: 9780137016808
  • Publisher: Pearson Education
  • Publication date: 4/6/2009
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 192
  • File size: 817 KB

Meet the Author

Jim Champy is one of the leading management and business thinkers of our time. His first best seller, Reengineering the Corporation , remains the bible for executing process change. His second book, Reengineering Management , another best seller, was recognized by Business Week as one of the most important books of its time. Champy’s latest book, OUTSMART! , shows how to achieve breakthrough growth by consistently outsmarting your competition by identifying six powerful new ways to compete in even the toughest marketplace.

Champy is also an experienced manager and advisor. He is currently the Chairman of Consulting for Perot Systems. He speaks and writes with the authority of real business experience and brings pragmatism to the world of business. In this new series of books, Champy looks at what’s working today for high-growth businesses. Champy observes that there is not much new in management, but there is a lot new in business--and a lot to learn from what’s new.

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Read an Excerpt

Inspire!: Why Customers Come BackIntroduction

This is the second book in a series of compact volumes on the key topics of strategy, marketing, managing people, and operations. Taken together, these volumes deliver practical advice on how to succeed in today’s brave new world of business. That’s because they are rooted in the actual experiences and insights of a select group of companies that have found new and better ways to innovate and grow in spite of our challenging economic environment.

In Outsmart!, the first book of the series, I drew metaphorically from Charles Darwin’s theories of survival:

  • Species always breed beyond available resources.
  • Those species with favorable variations have a greater chance of survival and pass on their variations to their offspring.
  • Adapted species force out weaker ones, producing whole new species.

Applying these theories to business, Darwin might say that companies tend to breed beyond their available pool of customers; that companies with innovative strategies have a better chance of survival; and that such companies force out weaker rivals, creating whole new business models.

Outsmart! describes and analyzes the strategies of successful, fast-growing organizations. Inspire! picks up where Outsmart! leaves off, showing how these kinds of organizations have been able to increase their market share.

All of the companies described in this series have passed through a rigorous filter: They’ve grown more than 15 percent a year for the past three or more years. My initial assumption was that businesses expanding at these rates must be doing something right—and worth knowing about. My research has confirmed that assumption, as the examples in this book will illustrate.

I did not begin this project expecting to find a single driver of extraordinary growth, a single source for great strategies, or a single formula for retaining customers—nor did I find such. But all the companies in Outsmart! and Inspire! do share a set of special traits. I consistently found these similarities:

  • Company-wide ambition for steady growth and stellar performance.
  • Intuition valued above tradition.
  • Focus on markets the company can serve best.
  • Decisions driven by customer needs.
  • Risk calmly accepted as necessity.
  • Innovation viewed as everyone’s business.
  • Behavior governed by culture, not imposed by rigid rules.
  • Work is taken seriously but is nearly always fun.

The companies in Inspire! share one additional trait: a fidelity to long expressed beliefs. These companies remain true to themselves. They consistently uphold their own values in their products, services, and actions. They are what they say they are—that is, they are authentic. You will find more about authenticity and its particular importance today in Chapter 1.

You will also experience the quality of authenticity in each company described in this book. And you will see that these companies have a purpose that goes beyond merely selling their product or service. Simply put, they have a higher calling. I hope they will inspire you, just as they have inspired their customers.

Praise for Inspire!

“With Jim Champy’s well-proven gift for keen management analysis, today’s essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and—most important—usable.”

— Alan Spoon, Managing General Partner, Polaris Venture Partners

“If you love the game of business, you’d be hard pressed to find a book with more ‘good moves’ per page than INSPIRE!

— Paal Gisholt, President and CEO, SmartPak

“Full of insightful ideas, this book is for those who like winning, who embrace innovation, and who wish to transform how they lead. It is not for the defenders of the status quo.”

— Michael Dowling, President and CEO, North Shore-Long Island Jewish Health System

INSPIRE! provides ‘food for thought’ and insightful guidance for all companies. This is particularly important in today’s economy where even established companies are looking for ways to maintain the growth they have enjoyed in better times.”

— Chiquita White, Section Head, Product Development, Procter & Gamble

© Copyright Pearson Education. All rights reserved.

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Table of Contents

Introduction 2

Chapter 1 From Tired to Inspired 6

Chapter 2 What Could Be More Inspiring Than a Crusade? 22

Chapter 3 What Could Be More Inspiring Than Convenience with Economy? 38

Chapter 4 What Could Be More Inspiring Than a Trusted Channel? 56

Chapter 5 What Could Be More Inspiring Than Simplifying Complexity? 74

Chapter 6 What Could Be More Inspiring Than Honesty? 90

Chapter 7 What Could Be More Inspiring Than Being Your Own Customer? 108

Chapter 8 What Could Be More Inspiring Than Enthusiastic Customers? 122

Chapter 9 What Could Be More Inspiring Than the Melding of Cool and Sport? 138

Epilogue 152

Index 156

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Preface

Introduction

This is the second book in a series of compact volumes on the key topics of strategy, marketing, managing people, and operations. Taken together, these volumes deliver practical advice on how to succeed in today’s brave new world of business. That’s because they are rooted in the actual experiences and insights of a select group of companies that have found new and better ways to innovate and grow in spite of our challenging economic environment.

In Outsmart!, the first book of the series, I drew metaphorically from Charles Darwin’s theories of survival:

  • Species always breed beyond available resources.
  • Those species with favorable variations have a greater chance of survival and pass on their variations to their offspring.
  • Adapted species force out weaker ones, producing whole new species.

Applying these theories to business, Darwin might say that companies tend to breed beyond their available pool of customers; that companies with innovative strategies have a better chance of survival; and that such companies force out weaker rivals, creating whole new business models.

Outsmart! describes and analyzes the strategies of successful, fast-growing organizations. Inspire! picks up where Outsmart! leaves off, showing how these kinds of organizations have been able to increase their market share.

All of the companies described in this series have passed through a rigorous filter: They’ve grown more than 15 percent a year for the past three or more years. My initial assumption was that businesses expanding at these rates must be doing something right—and worth knowing about. My research has confirmed that assumption, as the examples in this book will illustrate.

I did not begin this project expecting to find a single driver of extraordinary growth, a single source for great strategies, or a single formula for retaining customers—nor did I find such. But all the companies in Outsmart! and Inspire! do share a set of special traits. I consistently found these similarities:

  • Company-wide ambition for steady growth and stellar performance.
  • Intuition valued above tradition.
  • Focus on markets the company can serve best.
  • Decisions driven by customer needs.
  • Risk calmly accepted as necessity.
  • Innovation viewed as everyone’s business.
  • Behavior governed by culture, not imposed by rigid rules.
  • Work is taken seriously but is nearly always fun.

The companies in Inspire! share one additional trait: a fidelity to long expressed beliefs. These companies remain true to themselves. They consistently uphold their own values in their products, services, and actions. They are what they say they are—that is, they are authentic. You will find more about authenticity and its particular importance today in Chapter 1.

You will also experience the quality of authenticity in each company described in this book. And you will see that these companies have a purpose that goes beyond merely selling their product or service. Simply put, they have a higher calling. I hope they will inspire you, just as they have inspired their customers.

Praise for Inspire!

“With Jim Champy’s well-proven gift for keen management analysis, today’s essential notions of business transparency, channel and customer alignment, and enduring cultural values become palpable, memorable, and—most important—usable.”

— Alan Spoon, Managing General Partner, Polaris Venture Partners

“If you love the game of business, you’d be hard pressed to find a book with more ‘good moves’ per page than INSPIRE!

— Paal Gisholt, President and CEO, SmartPak

“Full of insightful ideas, this book is for those who like winning, who embrace innovation, and who wish to transform how they lead. It is not for the defenders of the status quo.”

— Michael Dowling, President and CEO, North Shore-Long Island Jewish Health System

INSPIRE! provides ‘food for thought’ and insightful guidance for all companies. This is particularly important in today’s economy where even established companies are looking for ways to maintain the growth they have enjoyed in better times.”

— Chiquita White, Section Head, Product Development, Procter & Gamble

© Copyright Pearson Education. All rights reserved.

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