LEADER 03064nam 2200733 a 450 001 9910966530103321 005 20200520144314.0 010 $a9781118417218 010 $a1118417216 010 $a9781283715133 010 $a1283715139 010 $a9781118420232 010 $a1118420233 035 $a(CKB)2670000000271776 035 $a(EBL)947568 035 $a(OCoLC)809456974 035 $a(SSID)ssj0000754602 035 $a(PQKBManifestationID)12343209 035 $a(PQKBTitleCode)TC0000754602 035 $a(PQKBWorkID)10726151 035 $a(PQKB)10205556 035 $a(PQKBManifestationID)16121509 035 $a(PQKB)20468585 035 $a(DLC) 2012036665 035 $a(Au-PeEL)EBL947568 035 $a(CaPaEBR)ebr10615072 035 $a(CaONFJC)MIL402763 035 $a(OCoLC)852499647 035 $a(OCoLC)ocn852499647 035 $a(CaSebORM)9781118417218 035 $a(MiAaPQ)EBC947568 035 $a(Perlego)1003577 035 $a(EXLCZ)992670000000271776 100 $a20120907d2013 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aAnticipate $eknow what your customers want before they do /$fBill Thomas, Jeff Tobe 205 $a1st edition 210 $aHoboken, N.J. $cJohn Wiley & Sons$d2013 215 $a1 online resource (226 p.) 300 $aDescription based upon print version of record. 311 08$a9781118356913 311 08$a1118356918 320 $aIncludes bibliographical references and index. 327 $aStrategy: 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. 330 $a 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 applie 517 3 $aKnowing what customers need before they do 606 $aCustomer relations 606 $aStrategic planning 615 0$aCustomer relations. 615 0$aStrategic planning. 676 $a658.8/342 700 $aThomas$b Bill$f1955-$01811014 701 $aTobe$b Jeff$01811015 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910966530103321 996 $aAnticipate$94362622 997 $aUNINA