Anticipate

Design and implement the ideal customer focus
Anticipate provides business readers with a practicalhow-to approach for taking their customer-supplierrelationship to one that is more sustainable and more mutuallyprofitable. Much of the discussion on customer experience hascentered on the hospitality or retail industries and has showcasedthe discrete techniques organizations use to deliver better serviceand create more satisfied customers. Anticipate extends andintegrates those techniques to deliver an end-to-end customerexperience that can be applied in any industry, by any type oforganization. Get proven guidance on how to design and implement acustomer-focused journey that moves beyond the transaction andsatisfied customers, to a relationship and culture that creates andleverages loyalty - and the profitability that comes withit.
* Explains proprietary methods--such as the Customer FocusMaturity Model ® and Value Chain Labs ® --that teachreaders the steps and tools organizations use to create, drive andoptimize their customer focus.
* Authors Bill Thomas and Jeff Tobe have used their 10-pointframework to guide Fortune 500's, start-ups as well asnon-profits in charting a customer-focused journey that matures,anticipates and delivers increasing levels of loyalty andprofitability with their customers, and across their broader valuechain.
Anticipate will provide you with field-proven steps,tools and examples that you'll use to take yourcustomer-focused strategy, execution and culture to the ideallevel.