03064nam 2200733 a 450 991096653010332120200520144314.0978111841721811184172169781283715133128371513997811184202321118420233(CKB)2670000000271776(EBL)947568(OCoLC)809456974(SSID)ssj0000754602(PQKBManifestationID)12343209(PQKBTitleCode)TC0000754602(PQKBWorkID)10726151(PQKB)10205556(PQKBManifestationID)16121509(PQKB)20468585(DLC) 2012036665(Au-PeEL)EBL947568(CaPaEBR)ebr10615072(CaONFJC)MIL402763(OCoLC)852499647(OCoLC)ocn852499647(CaSebORM)9781118417218(MiAaPQ)EBC947568(Perlego)1003577(EXLCZ)99267000000027177620120907d2013 uy 0engur|n|---|||||txtccrAnticipate know what your customers want before they do /Bill Thomas, Jeff Tobe1st editionHoboken, N.J. John Wiley & Sons20131 online resource (226 p.)Description based upon print version of record.9781118356913 1118356918 Includes bibliographical references and index.Strategy: creating and destroying customer value -- Doing the right things for the wrong reasons -- Not all customers are good customers -- When customers speak who hears them? -- Input is vital but involvement multiplies the value -- It takes two -- Customer focus is a process, not an event -- Culture, the soft stuff is the hard stuff -- Managing change, performance & talent -- Leveraging your culture and value chain. Design and implement the ideal customer focus Anticipate provides business readers with a practical how-to approach for taking their customer-supplier relationship to one that is more sustainable and more mutually profitable. Much of the discussion on customer experience has centered on the hospitality or retail industries and has showcased the discrete techniques organizations use to deliver better service and create more satisfied customers. Anticipate extends and integrates those techniques to deliver an end-to-end customer experience that can be applieKnowing what customers need before they doCustomer relationsStrategic planningCustomer relations.Strategic planning.658.8/342Thomas Bill1955-1811014Tobe Jeff1811015MiAaPQMiAaPQMiAaPQBOOK9910966530103321Anticipate4362622UNINA