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 ...

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The Ten Demandments

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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 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.

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Product Details

  • ISBN-13: 9780071415682
  • Publisher: McGraw-Hill Education
  • Publication date: 5/16/2002
  • Sold by: Barnes & Noble
  • Format: eBook
  • Edition number: 1
  • Pages: 224
  • Sales rank: 1,139,921
  • File size: 3 MB

Meet the Author

Kelly Mooney is a principal in Ten Worldwide, and president and chief experience officer of its award-winning interactive marketing firm, Ten/Resource. Throughout her career, Mooney has helped craft relevant customer experiences for brands such as Victoria's Secret, Apple, Ford Motor Co., Lee, Hush Puppies, Chris Craft, and Reebok. A frequent conference speaker and panelist, Mooney has been profiled in print media including Fortune, Time, Inc., and Fast Company, and on NPR, CBS, and CNN.

Laura Bergheim is director of content strategy for Ten/Resource. As a communicator in multiple media, she has authored five nonfiction books, hosted a national daily radio show, written a nationally syndicated column for King Features, and appeared on national talk shows and on CNN and CNBC.

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Table of Contents

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
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Sort by: Showing all of 3 Customer Reviews
  • Anonymous

    Posted August 27, 2002

    Ten Demandments: Rules to Live By in the Age of the Demanding Customer

    Mooney is definitely right on the mark with this book. Anyone involved in customer relations should be reading this.... I gave copies to my whole team and they have already been putting the principles to use. It really gets down to the basics and reminds you of what's most important at the end of the day. Great examples and well-written.

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  • Anonymous

    Posted July 12, 2002

    A MUST READ

    This is a fabulous book, and incredibly timely. As corporate America's ethics are questioned daily, Mooney outlines the path to customer loyalty. Applies to any business, institution or government. The world would be a better place if leaders truly thought about what their customers/constituencies wanted in exchange for their loyalty. It's about the customer, stupid! Read, read, read it.

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  • Anonymous

    Posted June 29, 2002

    Ten Demandments: Rules to Live By in the Age of the Demanding Customer

    This book is very helpful for assisting my clients in coming up with ideas for better customer experience and loyalty. I especially like 'Voice of the Customer' because it drives home the importance of the book's message. I have bought copies for all of my clients.

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