What Customers Value Most
Home > Business and Economics > Business and Management > Sales and marketing > Customer services > What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers
What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers

What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers


     0     
5
4
3
2
1



Out of Stock


Notify me when this book is in stock
X
About the Book

This study focuses on why and how organizations must reach out and touch their customers. High performing companies obtain positive results - increased revenue and customer satisfaction - by beginning their process improvement with processes that touch the customer directly. Focusing on what customers value most results in positive transformation: satisfied customers, increased revenue and improved profitability.

Table of Contents:
Acknowledgements. Preface. How to Read This Book. Chapter 1-- It's Time to Change More Than Bandwagons. The Voice of the Customer: Lessons Learned from the Tortoise. How Will Learning From the Tortoise Help? Looking Out of the Shell. Customer Satisfaction/Revenue Enhancement Model. Revenue Enhancement and Improved Profitability. Listen to the Voice of the Customer. Where Do Internal Customers (Employees) Fit In? The Role of Management. Taking Your Eyes Off the Ball. Checklist: Are You Ready to Start? Chapter 2-- Are the Rewards Worth the Battle? Can a Focus on Quality and Customer Satisfaction Lead to Profitable Results? Committing to a Performance Improvement Initiative: A Cost Justification. Is it Worth the Investment? Case Study: Van Kampen American Capital-- The Impact of Improved Customer Satisfaction. Research on the Positive Impact of Quality/Customer Satisfaction Initiatives. Why Companies Adopt Performance Improvement Initiatives. Key Drivers for Success-- How to Avoid Failure. Management Commitment. Communication. Measurement and Accountability. Structure and Teams. Culture Change. Training and Education. Resource Allocation. The Link Between Quality/Customer Satisfaction and Improved Profitability. Checklist: Things to Remember Chapter 3-- Starting Off: A Process for Achieving Business Transformation. Case Study: Gas Turbine Corporation-- Putting the Process to Action. TQM (little "r" Reengineering) and BPR (Big "R" Reeingineering): Different? The Differences. The Similarities. Case Study: PHH-- Once May Not Always be Enough. Case Study: Hewlett-Packard-- Going from Process-Based to Customer-Focused. Case Study: The Proctor Gamble Approach to Improved Customer Satisfaction. Case Study: Five "Make or Break" Factors When Improving the Processes that Touch the Customer Chapter 4-- The Align Phase: Aligning the Organization to Deliver. The First Steps. The Importance of Alignment. The Statement of Purpose. How Best to Communicate the Statement of Purpose. Need a Change-- Create a Crisis. Gaining Commitment to the Mission. Setting the Course-- The Role of the Leader. Case Study: Lincoln Life. It's Not Only What You Say, But Where You Deliver It That Counts. The Role of the Customer Bill of Rights. Case Study: Canadian Pacific Hotels Resorts. Alignment/Empowerment and Guarantees...How to Set it Up. Educating Customers About Service. More on Guaranteeing Your Customer's Bill of Rights. A Personal Experience and a Bold Guarantee. When Companies Don't Take Their Guarantees Seriously. Case Study: AMP Incorporated-- An Example of Total Alignment. How Important is Alignment? Checklist: Do You Have the Personal Ability to Encourage Alignment? Chapter 5-- The Explore Phase: How to Use the Voice of the Customer. Why the Voice of the Customer Sets the Direction and Focus. Who Are My Customers and What Are Their Needs? Priorities for Improvement: Mapping the Service Cycle. Creating the High-Level "Quick" Map. What is a Process? A Process for Mapping the Process. Designing a Research Questionnaire. Satisfaction and Loyalty Attributes. Complaint Resolution Experience. Points of Contact for Complaints. Impact on Customer Retention and Positive Word-of-Mouth. Suggested Improvements. Relevant Versus Irrelevant Questions. Capture Candid Customer Feedback with Focus Groups. Number of Groups. Preparation. Discussion Guide. Audio- and Videotaping. What to Ask. Data Analysis: Matching Drivers of Satisfaction to Process Improvement. Case Study: Kelly Services-- Using the Voice of the Customer to Drive Process Improvement. Checklist: Tools to Use-- When and Why Chapter 6-- The Focus Phase: The Importance of Teams and Training. Forming Teams-- The One-Third Rule. What Else You Need to Know About Teams. The Pyramid Approach to Team Co-ordination. Executive Committee. Performance Improvement Council. Quality Service and Action Teams. Teams Need Senior Management Involvement and Leadership. Put the Customer on Your Team. Restructuring into Customer-Focused Teams. Let the Teams Take Control. Bringing the Customer on Board. How to Make Teams More Effective. How to Allocate Team Responsibilities...Don't Choose a Team Chairperson. A Non-Traditional Approach to Training. Which Path Should You Follow? Why a One-Size-Fits-All Approach Will Not Work. How to Identify and Fill the Training Gap. What More Can Be Done? A Word On Coaching. The Path to Success and Improved Customer Satisfaction. A Different Perspective on Coaching. A Coach's Viewpoint On Coaching for Success. Lessons Learned from the Chinese. What We Can Learn from Japanese Culture. Harmony and Conformity. Teamwork and Team Building. Communication and Co-operative. Case Study: An Approach to "Enabling" High Performance at Quaker Oats. Lessons Learned from the External Customer-- The 3M Approach. How Much Should You Spend On Training? Checklist: A Team Inventory Evaluation Form Chapter 7-- The Commit/Support Phase: Making It a Habit, Not an Act. The Tools Needed to Support a Culture of Continuous Improvement. Case Study: Bank of Montreal/Harris Bankcorp-- How They Defined "What Customers Value Most". Want to Make a Change...Create a Challenge: Moore North America. Case Study: Motorola. Recognition and Reward Systems. Offer Employees an Incentive to Improve Customer Satisfaction. Low-Cost Employee Rewards. Creating Long-Term External Customer Loyalty Programs. The Role of Suggestion Systems. Another Approach Where Teams and Rewards Play An Important Role. Customers Can be a Tremendous Source of Ideas for Improvement. Checklist: Are You Supporting a Customer-Focused Philosophy? Chapter 8-- The Tools that Will Help You Continue to Offer "What Customers Value Most". Benchmarking-- Where it Fits, How it Fits. Process Benchmarking-- The Myths and the Facts. Establishing a Benchmarking Database. Customer Satisfaction Indices. Using Complaints as a Benchmark. How Customer Complaints Led to Customer Satisfaction: The IBM Perspective. A Closed-Loop Complaint System: Vistakon. ISO Requirements for Corrective Action. The Role of Technology in Capturing Customer Comments. Using Technology as an Enabler. How Technology is Being Used to Drive Customer Satisfaction. Checklist: A Modified Evaluation from Motorola Chapter 9-- How to Ensure That You Do Not Lose Focus. ISO 9000-- Its Role in Achieving Customer Satisfaction and Performance Improvement. Myth 1: ISO is just a "flavour-of-the-month." It will fade by next year only to be replaced by a new acronym. Myth 2: There is no evidence to suggest that ISO has quantifiable benefits to an organization nor does it have any impact on customer satisfaction. Myth 3: Once you have ISO registration, you are there. Myth 4: ISO has application only in the manufacturing segment; it has no relevance in the service sector. Myth 5: ISO registration will ensure that your product meets customer needs. Myth 6: The responsibility for quality and ISO registration rests with the quality manager. Myth 7: It should not take too long to satisfy the documentation requirements, since it should just be my policy and procedures manual. The Baldrige Award. Key Differences Between the Baldrige Award and ISO 9000. The European Quality Award-- The New Kid on the Block. The European TQM Model. A Self-Evaluation: The Results Segment of the EQA Chapter 10-- A Methodology to Help You Deliver "What Customers Value Most". The Best Practices Model. The Steps of the Best Practices Model. Align: Align Senior Management in a Commitment to Excellence. Explore/Listen: Listen to the Voice of the Customer. Focus: Focus on Customer-Related Processes. Commit/Support: Support a Culture of Continuous Improvement. Summary Glossary. Appendix: Motorola's T.C.S. Team Competition Criteria. Bibliography/Footnote. Index.

About the Author :
STANLEY A. BROWN is the Leader of the PricewaterhouseCoopers Centre of Excellence in Customer Care. The Centre works with organizations to enhance revenue and improve profitability through a focus on processes that touch the customer. He is a frequent speaker on the topic of customer service, and writes regularly for newsletters and magazines, including Sales and Marketing Management and ICSA News. He is the author of Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability (Wiley, 1999), Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Wiley, 1997), Total Quality Service, and Creating the Service Culture.


Best Sellers


Product Details
  • ISBN-13: 9780471641230
  • Publisher: John Wiley and Sons Ltd
  • Publisher Imprint: John Wiley and Sons
  • Height: 236 mm
  • Returnable: N
  • Weight: 570 gr
  • ISBN-10: 0471641235
  • Publisher Date: 11 Jan 1996
  • Binding: Hardback
  • Language: English
  • Sub Title: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers
  • Width: 162 mm


Similar Products

Add Photo
Add Photo

Customer Reviews

REVIEWS      0     
Click Here To Be The First to Review this Product
What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers
John Wiley and Sons Ltd -
What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers
Writing guidlines
We want to publish your review, so please:
  • keep your review on the product. Review's that defame author's character will be rejected.
  • Keep your review focused on the product.
  • Avoid writing about customer service. contact us instead if you have issue requiring immediate attention.
  • Refrain from mentioning competitors or the specific price you paid for the product.
  • Do not include any personally identifiable information, such as full names.

What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers

Required fields are marked with *

Review Title*
Review
    Add Photo Add up to 6 photos
    Would you recommend this product to a friend?
    Tag this Book Read more
    Does your review contain spoilers?
    What type of reader best describes you?
    I agree to the terms & conditions
    You may receive emails regarding this submission. Any emails will include the ability to opt-out of future communications.

    CUSTOMER RATINGS AND REVIEWS AND QUESTIONS AND ANSWERS TERMS OF USE

    These Terms of Use govern your conduct associated with the Customer Ratings and Reviews and/or Questions and Answers service offered by Bookswagon (the "CRR Service").


    By submitting any content to Bookswagon, you guarantee that:
    • You are the sole author and owner of the intellectual property rights in the content;
    • All "moral rights" that you may have in such content have been voluntarily waived by you;
    • All content that you post is accurate;
    • You are at least 13 years old;
    • Use of the content you supply does not violate these Terms of Use and will not cause injury to any person or entity.
    You further agree that you may not submit any content:
    • That is known by you to be false, inaccurate or misleading;
    • That infringes any third party's copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
    • That violates any law, statute, ordinance or regulation (including, but not limited to, those governing, consumer protection, unfair competition, anti-discrimination or false advertising);
    • That is, or may reasonably be considered to be, defamatory, libelous, hateful, racially or religiously biased or offensive, unlawfully threatening or unlawfully harassing to any individual, partnership or corporation;
    • For which you were compensated or granted any consideration by any unapproved third party;
    • That includes any information that references other websites, addresses, email addresses, contact information or phone numbers;
    • That contains any computer viruses, worms or other potentially damaging computer programs or files.
    You agree to indemnify and hold Bookswagon (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers, including but not limited to Bazaarvoice, Inc.), harmless from all claims, demands, and damages (actual and consequential) of every kind and nature, known and unknown including reasonable attorneys' fees, arising out of a breach of your representations and warranties set forth above, or your violation of any law or the rights of a third party.


    For any content that you submit, you grant Bookswagon a perpetual, irrevocable, royalty-free, transferable right and license to use, copy, modify, delete in its entirety, adapt, publish, translate, create derivative works from and/or sell, transfer, and/or distribute such content and/or incorporate such content into any form, medium or technology throughout the world without compensation to you. Additionally,  Bookswagon may transfer or share any personal information that you submit with its third-party service providers, including but not limited to Bazaarvoice, Inc. in accordance with  Privacy Policy


    All content that you submit may be used at Bookswagon's sole discretion. Bookswagon reserves the right to change, condense, withhold publication, remove or delete any content on Bookswagon's website that Bookswagon deems, in its sole discretion, to violate the content guidelines or any other provision of these Terms of Use.  Bookswagon does not guarantee that you will have any recourse through Bookswagon to edit or delete any content you have submitted. Ratings and written comments are generally posted within two to four business days. However, Bookswagon reserves the right to remove or to refuse to post any submission to the extent authorized by law. You acknowledge that you, not Bookswagon, are responsible for the contents of your submission. None of the content that you submit shall be subject to any obligation of confidence on the part of Bookswagon, its agents, subsidiaries, affiliates, partners or third party service providers (including but not limited to Bazaarvoice, Inc.)and their respective directors, officers and employees.

    Accept

    Fresh on the Shelf


    Inspired by your browsing history


    Your review has been submitted!

    You've already reviewed this product!