- Shopping Bag ( 0 items )
The Ten Demandments: Rules to Live By in the Age of the Demanding Customer [NOOK Book]
Available on NOOK devices and apps
Want a NOOK? Explore Now
Want a NOOK? Explore Now
From the mouths of customers: what they want, how they want it, and what they'll do if they don't get it
There's no way around it. Executives, managers, and strategic thinkers around the globe are grappling with how to transform their organizations from product or service orientation to being customer driven. The 10 Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. In this customer-centric manifesto, customer experience guru Kelly Mooney scrutinizes the total customer experience. "Earn My Trust" . . . "Put Me in Charge" . . . "Inspire Me" . . . Each resulting demandment is a call to action from customersa call that is answered by the book's strategic insights, anecdotes, and action plans.
| acknowledgments | ||
| preface | ||
| introduction | 1 | |
| The First Demandment | earn my trust | 13 |
| The Second Demandment | inspire me | 35 |
| The Third Demandment | make it easy | 59 |
| The Fourth Demandment | put me in charge | 77 |
| The Fifth Demandment | guide me | 103 |
| The Sixth Demandment | 24/7 | 129 |
| The Seventh Demandment | get to know me | 151 |
| The Eighth Demandment | exceed my expectations | 179 |
| The Ninth Demandment | reward me | 201 |
| The Tenth Demandment | stay with me | 225 |
| index | 253 |
Overview
From the mouths of customers: what they want, how they want it, and what they'll do if they don't get it
There's no way around it. Executives, managers, and strategic thinkers around the globe are grappling with how to transform their organizations from product or service orientation to being customer driven. The 10 Demandments presents an informed and interactive road map that takes readers directly to the hearts, minds, desires, and demands of the new customer, whether it is the end consumer or a business-to-business relationship. In this customer-centric manifesto, customer experience guru Kelly Mooney scrutinizes the total customer experience. "Earn ...