November 26, 2020

Download Ebook Free Using Information To Develop A Culture Of Customer Centricity

Using Information to Develop a Culture of Customer Centricity

Using Information to Develop a Culture of Customer Centricity
Author : David Loshin,Abie Reifer
Publisher : Elsevier
Release Date : 2013-11-22
Category : Computers
Total pages :108
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Using Information to Develop a Culture of Customer Centricity sets the stage for understanding the holistic marriage of information, socialization, and process change necessary for transitioning an organization to customer centricity. The book begins with an overview list of 8-10 precepts associated with a business-focused view of the knowledge necessary for developing customer-oriented business processes that lead to excellent customer experiences resulting in increased revenues. Each chapter delves into each precept in more detail.

Handbook on Customer Centricity

Handbook on Customer Centricity
Author : Robert W. Palmatier,Christine Moorman,Ju-Yeon Lee
Publisher : Edward Elgar Publishing
Release Date : 2019
Category : Business & Economics
Total pages :384
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Drawing on the expertise of leading marketing scholars, this book provides managers and researchers with insights into the fundamentals of customer centricity and how firms can develop it. Customer centricity is not just about segmentation or short-term marketing tactics. Rather, it represents an organization-wide philosophy that focuses on the systematic and continuous alignment of the firm’s internal architecture, strategy, capabilities, and offerings with external customers.

The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World

The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World
Author : Colin L. Campbell
Publisher : Springer
Release Date : 2017-01-11
Category : Business & Economics
Total pages :953
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This volume includes the full proceedings from the 2011 World Marketing Congress held in Reims, France with the theme The Customer is NOT Always Right? Marketing Orientations in a Dynamic Business World. The focus of the conference and the enclosed papers is on marketing thought and practices throughout the world. This volume resents papers on various topics including marketing management, marketing strategy, and consumer behavior. Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science.​

Service-Ability

Service-Ability
Author : Kevin Robson
Publisher : John Wiley & Sons
Release Date : 2012-11-12
Category : Business & Economics
Total pages :280
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Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of ‘service’ where the relationship between an organization and the customer is an integral part of the "product" offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Research shows that totally satisfying the customer is the only thing that will secure loyalty and offer significant competitive advantage. Yet still, on a daily basis we encounter service that frustrates us. Whilst the emergence of technology has no doubt brought efficiency to many areas of business activity, including the third sector, it has led to the standardised and indifferent service we regularly receive. We appear to have lost sight that people do business with people. Through efficient technology, our organisations may be serviceable but they are not service able. The arrival of Generation Y and the developments in social media, provide businesses with a whole new way to engage with their customers, but also provide a new way for customers to rate companies, products and services: not always in a positive manner. ‘Like’ or ‘#Fail’ have become part of our social language. Organizations that refocus on the need to treat customers in a way that satisfies them, and not the technology, will have better customer retention, lower costs of replacement and will build their brand value through better reputations. Service-Ability delves deeply into these areas to show how today's managers need to re-think the way we structure, manage, lead and organize our companies to achieve total ‘customer-centric’ work cultures that develop lasting relationships with customers.

Successful Customer Relationship Management Programs and Technologies: Issues and Trends

Successful Customer Relationship Management Programs and Technologies: Issues and Trends
Author : Eid, Riyad
Publisher : IGI Global
Release Date : 2012-03-31
Category : Business & Economics
Total pages :358
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"This book offers case studies, methodologies, frameworks and architectures, and generally the cutting edge in research within the field of customer relationship management"--Provided by publisher.

Marketing Analytics: Creating Customer Centric Culture

Marketing Analytics: Creating Customer Centric Culture
Author : Joseph B. Rivera
Publisher : Joseph B. Rivera
Release Date : 2020-02-17
Category : Business & Economics
Total pages :189
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A game-changing approach to marketing by an experienced author, speaker and businessman Joseph B. Rivera. Joseph B. Rivera has first-hand experience in business. He has learned everything through hard work and perseverance, and has inspired quite a lot of entrepreneurs, businessmen, executives, employees, and business students to challenge themselves in this modern era of commerce. For the first time, Joseph B. Rivera offers his years of experience and wisdom in this one compact, very accessible and enduring masterpiece. MARKETING ANALYTICS: CREATING CUSTOMER-CENTRIC CULTURE helps you to create a transformative culture toward excellence in your business. Whether you are an executive, businessman, business owner, investor, marketer, trainer, speaker or a student of marketing, you will be proud of what you will learn. When applied right, you will change the way products and services are designed, created and offered to the world. This book teaches you how to meaningfully connect emotionally and practically to your consumers. Remember, it is not just all about the money. Here, Joseph has put together his passion, insights, observation and experience to mentor you: ✔️How to understand the needs of the market. ✔️How to position your business. ✔️How to overcome competition. ✔️How to revolutionize your business. Learn the art or marketing analytics, and be a game changer.

Designing the Customer-Centric Organization

Designing the Customer-Centric Organization
Author : Jay R. Galbraith
Publisher : John Wiley & Sons
Release Date : 2011-01-06
Category : Business & Economics
Total pages :208
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Designing the Customer-Centric Organization offers todayâ??s business leaders a comprehensive customer-centric organizational model that clearly shows how to put in place an infrastructure that is organized around the demands of the customer. Written by Jay Galbraith (the foremost expert in the field of organizational design), this important book includes a tool that will help determine how customer-centric an organization is- light-level, medium-level, complete-level, or high-level- and it shows how to ascertain the appropriate level for a particular institution. Once the groundwork has been established, the author offers guidance for the process of implementing a customer-centric system throughout an organization. Designing the Customer-Centric Organization includes vital information about structure, management processes, reward and management systems, and people practices.

The Disney Way

The Disney Way
Author : Bill Capodagli,Lynn Jackson
Publisher : McGraw Hill Professional
Release Date : 1999-01-21
Category : Business & Economics
Total pages :221
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"I dream, I test my dreams against my beliefs, I dare to take risks, and I execute my vision to make those dreams come true." -Walt Disney. Walt Disney's dreams, beliefs, and daring gave birth to captivating characters, thrilling theme park attractions, and breathtaking tales that have inspired the imaginations of generations of children and adults. Disney also launched an entertainment and marketing empire whose influence is felt around the world, and whose success provides a model of business excellence that can guide any company. Each principle is then examined in detail by illustrating the principle at work at Disney as well as at other successful companies. Capodagli and Jackson have spent their careers studying Disney and teaching this unique management method to others. As consultants to companies ranging from Illinois Power to Bristol-Myers Squibb and Whirlpool, they have used the Disney principles again and again, and have seen them yield startling performance improvements. They have distilled this wisdom in THE DISNEY WAY. In this book, you'll learn how to: Give every member of your organization the chance to dream, and tap into the creativity those dreams embody; Treat your customers like guests; Build long-term relationships with key suppliers and partners; Dare to take calculated risks in order to bring innovative ideas to fruition; Align long-term vision with short-term execution. And more. No fairy dust. No magic wands. No wishing on a star. Just sound, effective management principles that stem from Walt Disney's values, vision, and philosophy. Lists of questions to ask and actions to take, along with real-life examples, will help you adapt the Disney Way to suit your company's needs. From the hiring and training of employees to the realization of a creative concept to exceptional customer service, every aspect of the Walt Disney Company is linked to Walt Disney's vision.

Fusion

Fusion
Author : Denise LeeYohn
Publisher : Nicholas Brealey
Release Date : 2018-03-13
Category : Business & Economics
Total pages :228
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Learn how to unleash the power of brand-culture fusion to achieve sustainable competitive advantage and new growth. "This compelling book shows how to connect the image you present to the outside world with the values and norms that operate inside your world of work." --Adam Grant, New York Times bestselling author of Originals and Give and Take "Denise Lee Yohn hit a home run with her first book, What Great Brands Do. Now she's written FUSION and it is just as provocative. Denise proves beyond a shadow of a doubt that great companies are powered by brand-culture fusion. I highly recommend this book!" --Ken Blanchard, Coauthor, The New One Minute Manager®, Coeditor, Servant Leadership in Action Internal culture + External brand = FUSION For years, leaders at companies like Southwest, Starbucks, and Google have done something differently that's put their organizations at the top of "the most admired companies," "best brands," and "great workplaces" lists. They don't often talk about that "something" specifically in terms of brand-culture fusion, but, as author Denise Lee Yohn reveals, aligning and integrating their brands and cultures is precisely how they've achieved their successes. Independently, brand and culture are powerful, unsung business drivers. But Denise shows that when you fuse the two together to create an interdependent and mutually reinforcing relationship between them, you create organizational power that isn't possible by simply cultivating one or the other alone. Through detailed case studies from some of the world's greatest companies (including Amazon, Airbnb, Adobe, Nike, and Salesforce), exclusive interviews with company executives, and insights from Denise's 25+ years working with world-class brands, FUSION provides readers with a roadmap for increasing competitiveness, creating measurable value for customers and employees, and future-proofing their business. This is a must-read for readers interested in workplace culture, brand management, strategy, leadership, employee experience, employee engagement, integration, branding, and organization development.

Customer Experience For Dummies

Customer Experience For Dummies
Author : Roy Barnes,Bob Kelleher
Publisher : John Wiley & Sons
Release Date : 2014-10-29
Category : Business & Economics
Total pages :360
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Gain, engage, and retain customers with positive experiences A positive customer experience is absolutely essential tokeeping your business relevant. Today's business owners need toknow how to connect and engage with their customers through avariety of different channels, including online reviews and word ofmouth. Customer Experience For Dummies helps you listen toyour customers and offers friendly, practical, andeasy-to-implement solutions for incorporating customer engagementinto your business plans and keep the crowds singing yourpraises. The book will show you simple and attainable ways to increasecustomer experience and generate sales growth, competitiveadvantage, and profitability. You'll get the know-how tosuccessfully optimize social media to create more loyal customers,provide feedback that keeps them coming back for more, become atrustworthy and transparent entity that receives positive reviews,and so much more. Gives you the tools you need to target customers moreprecisely Helps you implement new social and mobile strategies Shows you how to generate and maintain customer loyalty inorder to achieve success through multiple channels Explains how a fully-engaged customer can help you outperformthe competition Learn how to respond effectively to customer feedback Your brand's reputation and success is your lifeblood, andCustomer Experience For Dummies shows you how to stayrelevant, add value, and win and retain customers.

What Great Brands Do

What Great Brands Do
Author : Denise Lee Yohn
Publisher : John Wiley & Sons
Release Date : 2013-11-20
Category : Business & Economics
Total pages :272
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Discover proven strategies for building powerful, world-classbrands It's tempting to believe that brands like Apple, Nike, andZappos achieved their iconic statuses because of serendipity, anunattainable magic formula, or even the genius of a singlevisionary leader. However, these companies all adopted specificapproaches and principles that transformed their ordinary brandsinto industry leaders. In other words, great brands can bebuilt—and Denise Lee Yohn knows exactly how to do it.Delivering a fresh perspective, Yohn's What Great Brands Doteaches an innovative brand-as-business strategy that enhancesbrand identity while boosting profit margins, improving companyculture, and creating stronger stakeholder relationships. Drawingfrom twenty-five years of consulting work with such top brands asFrito-Lay, Sony, Nautica, and Burger King, Yohn explains keyprinciples of her brand-as-business strategy. Reveals the seven key principles that the world's best brandsconsistently implement Presents case studies that explore the brand building successesand failures of companies of all sizes including IBM, Lululemon,Chipotle Mexican Grill, and other remarkable brands Provides tools and strategies that organizations can startusing right away Filled with targeted guidance for CEOs, COOs, entrepreneurs, andother organization leaders, What Great Brands Do is anessential blueprint for launching any brand to meteoricheights.

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture

Customer-Centric Leadership: 8 Principles for a Customer-Centric Culture
Author : Sydney Brouwer
Publisher : Unknown
Release Date : 2019-03-10
Category : Business & Economics
Total pages :192
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Every organization is aware of the importance of customer-centricity. Delivering a great customer experience is a priority for many companies. To achieve this, all sorts of methods are used to take the customer experience to the next level. However, too little attention is paid to one key aspect: leadership.In this book, Sydney Brouwer links customer-centricity and leadership. He zooms in on the role of the leader. After all, as a leader you are responsible for creating a culture that encourages everyone to understand and act on the interest of the customer. What should a leader do to make customer experience a priority for everyone in the organization? How can he enable and encourage customer-centric behavior? By using inspiring cases and examples from companies like Disney, citizenM and BMW, Sydney takes you on a journey along eight principles that will help leaders build a customer-centric culture. A culture that creates enthusiastic customers and employees.

Customer-Centric Knowledge Management: Concepts and Applications

Customer-Centric Knowledge Management: Concepts and Applications
Author : Al-Shammari, Minwir
Publisher : IGI Global
Release Date : 2011-08-31
Category : Business & Economics
Total pages :315
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"This book is a comprehensive collection addressing managerial and technical aspects of customer-centric knowledge implementation, contributing to the dynamic and emerging fields of organizational knowledge management, customer relationship management, and information and communication technologies"--Provided by publisher.

Customer Knowledge Management: People, Processes, and Technology

Customer Knowledge Management: People, Processes, and Technology
Author : Al-Shammari, Minwir
Publisher : IGI Global
Release Date : 2009-03-31
Category : Computers
Total pages :386
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"This book introduces an integrated approach to analyzing and building customer knowledge management (CKM) synergy from distinctive core advantages found in key organizational elements"--Provided by publisher.

HBR's 10 Must Reads on Collaboration (with featured article "Social Intelligence and the Biology of Leadership," by Daniel Goleman and Richard Boyatzis)

HBR's 10 Must Reads on Collaboration (with featured article
Author : Harvard Business Review,Daniel Goleman,Richard E. Boyatzis,Morten Hansen
Publisher : Harvard Business Press
Release Date : 2013-03-12
Category : Business & Economics
Total pages :176
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Join forces with others inside and outside your organization to solve your toughest problems. If you read nothing else on collaborating effectively, read these 10 articles. We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you work more productively with people on your team, in other departments, and in other organizations. Leading experts such as Daniel Goleman, Herminia Ibarra, and Morten Hansen provide the insights and advice you need to: Forge strong relationships up, down, and across the organization Build a collaborative culture Bust silos Harness informal knowledge sharing Pick the right type of collaboration for your business Manage conflict wisely Know when not to collaborate