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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About 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.