The Wow Factory: Creating a Customer Focus Revolution in Your Business

The Wow Factory: Creating a Customer Focus Revolution in Your Business

by Paul Levesque


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This eye-opening book introduces customer focus as a decision that every person in the organization will make,everyday. Author Paul Levesque provides the readers with both the reason and the method for injecting the "wow" factor into their most routing customer transactions,regardless of whether their business is a one-person operation or a multinational corporation. Central to this book is a step-by-step process-the Customer Focus Process,or CF-for guiding your team through a creative customer focus brainstorming session. It is here that your team begins to understand and work through the core "phases" of customer focus: define the transaction sequence,or the actual events experienced by the customer,from start to finish; brainstorm ideas for exceeding customer expectation at each individual step in the transaction sequence; develop ways to make customers feel important at each step of the sequence; review customer expectations,and tailor the experience to fit the customer. This entertaining,easy-to-read guide,provides everything needed to better understand the power of customer focus and running a successful CFP session.

Product Details

ISBN-13: 9780786303861
Publisher: McGraw-Hill Companies, The
Publication date: 11/28/1994
Pages: 192
Product dimensions: 5.61(w) x 8.30(h) x 0.75(d)

Table of Contents

Part I: The Customer Focus.

What's Our Primary Business Objective? What Are We Really Selling? Why Are Employees Demotivated? How Do I Set the Stage for Success? Part II: The Customer Focus Process.

Mechanics of the Customer Focus Process.

Defining Customer Categories.

The Transaction Sequence.

Customer Focus Process, Phase I.

Customer Focus Process, Phase II.

Customer Focus Process, Phase III.

Transforming Ideas Into Actions.

Maintaining Customer Focus.

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