The customer revolution : how to thrive when customers are in control
Focuses on the customer as the driving force behind the Internet economy and explains how customer loyalty and satisfaction can affect business success
1 online resource (xvii, 395 pages : illustrations)
1148832223
Embrace the customer revolution and thrive in the customer economy
What happened in the music industry will happen to you
A dozen customer demands that will change your business
Surviving the e-market revolution
It's the customer economy : leverage your customer capital and grow your customer franchise
Managing by and for customer value
The saving grace : deliver a great total customer experience
Implement a customer flight deck and take the eight steps to a great total customer experience. The first step : create a compelling brand personality
The second step : deliver a seamless customer experince across channels and touchpoints
The third step : care about customers and their outcomes
The fourth step : measure what matters to customers
The fifth step : hone operational excellence
The sixth step : value customers' time
The seventh step : place customers' "DNA" at the core
The eighth step : design to morph
Conclusion : flight plans for the customer economy
Includes index
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