Customer Genius: becoming a cutomer - centric business
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Chichester, UK
Capstone
2009
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| ISBN: | 9781841127880 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Titel: Customer genius
Autor: Fisk, Peter
Jahr: 2009
Contents
PART1 THE CUSTOMER WORLD
Track 1: Hello!
Track 2: My world ... people and their passions
2.1 Wonderful people
Insight UFacebook
2.2 Global village
Insight 2: Air Asia
2.3 Customer tribes
Insight 3: Banyan Tree
Track 3: My agenda ... what matters most to me
3.1 Emotional world
Insight 4: Baidu
3.2 Customer kaleidoscopes
Insight 5: Stenders Soap Factory
3.3 The customer agenda
Insight 6: Camper Shoes
Track 4: My terms... power to the people
4.1 Customer power
Insight 7: Livestrong
9
10
13
16
18
19
25
29
30
33
34
40
43
48
53
54
57
customer
genius
4.2 Pull not push 59
Insight 8: Progressive Insurance 61
4.3 Outside in, inside out 64
Insight 9: Zipcars 68
Track 5: My business ... the customer business 71
5.1 The customer-centric business 72
Insight 10: Amazon 74
5.2 Customer value, business value 78
Insight 11: Best Buy 81
5.3 Ten dimensions of the customer business 84
PART 2 THE CUSTOMER BUSINESS 89
Dimension 1: Customer vision 89
1.1 Customer purpose 92
Insight 12: Lego 96
1.2 Customer brand 98
Insight 13:Aveda 101
1.3 Customer alignment 103
Insight 14: Cemex 106
Dimension 2: Customer strategy 109
2.1 Customer profitability 110
Insigh 115: Nike Women 115
2.2 Customer segmentation 117
Insigh 116: Club Med 120
2.3 Customer management 121
Insight 17: Tata 127
CONTENTS
Dimension 3: Customer insights 131
3.1 Customer intelligence 132
Insight 18: Dove 140
3.2 Customer immersion 142
Insight 19: HEtM 145
3.3 Customer insights 147
Insight 20: Harrah s Casinos 151
Dimension 4: Customer propositions 155
4.1 Customer context 156
Insight 21: Whole Foods Markets 160
4.2 Customer propositions 162
Insight 22: Oxfam Unwrapped 168
4.3 Customer conversations 170
Insight 23: Jimmy Choo 174
Dimension 5: Customer solutions 177
5.1 Customer collaboration 178
Insight 24: Heinz Tomato Ketchup 181
5.2 Customer innovation 183
Insight 25: Smart USA 187
5.3 Customer solutions 189
Insight 26: Boeing 787 Dreamliner 191
Dimension 6: Customer connections 195
6.1 Customer communication 196
Insight 27: Wumart China 201
6.2 Customer networks 203
Insight 28: Zopa 207
customer
genius
6.3 Customer gateways 209
Insight 29: Quintessential^ 212
Dimension 7: Customer experiences 215
7.1 Customer journey 216
Insigh 130: Nin tendo Wii 2 21
7.2 Customer theatre 222
Insight 31: Vom Fass 228
7.3 Extraordinary experiences 229
Insight 32: Build a Bear Workshop 232
Dimension 8: Customer service 237
8.1 Customer delivery 238
Insigh 133: Disneyland 243
8.2 Individualized service 245
Insigh 134: Singapore Airlines 247
8.3 Service recovery 250
Insight 35: Ritz-Carlton 254
Dimension 9: Customer relationships 259
9.1 Customer partnerships 260
Insight 36: Harley-Davidson 265
9.2 Customer communities 267
Insight 37: The Co-operative Group 272
9.3 Customer advocates 274
Insight 38: New Balance 279
Dimension 10:Customer performance 283
10.1 Value drivers 284
Insight39:Enterprise Car Rental 286
CONTENTS
10.2 Customer metrics 288
Insight 40: First Direct 292
10.3 Business impact 294
Insight 41:6E 300
7 3 THE CUSTOMER CHAMPIONS 305
Track 6: Leadership ... leading a customer revolution 307
6.1 Inspiring people 308
Insight 42: Eczacibasi 313
6.2 New business leaders 316
Insight 43: PaG 318
6.3 Customer champions 321
Insight 44: MAC Cosmetics 324
Track 7: Culture ... creating a passion in people 327
7.1 Engaging your people 328
Insight 45: PretA Manger 330
7.2 Aligning people and customers 332
Insight 46: Innocent 335
7.3 Structures, symbols and stories 337
Insight 47: Toyota 342
Track 8: Transformation ... the journey to customer-centricity 347
8.1 Creating a customer revolution 348
Insight 48: Avon 352
8.2 Making change happen 354
Insight 49: Skoda 359
8.3 Virgin inspiration 361
customer
genius
APPENDIX THE GENIUS LAB 365
The customer business roadmap 366
• 10 dimensions
• 30 essential tools
• 150 practical actions
More genius 377
• Genius LIVE 377
• Genius WORKS 378
• Genius BOOKS 379
Credits 381
About the author 385
Index 387
|
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| discipline | Wirtschaftswissenschaften |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T21:32:03Z |
| institution | BVB |
| isbn | 9781841127880 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017161403 |
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| spelling | Fisk, Peter Verfasser (DE-588)132736926 aut Customer Genius becoming a cutomer - centric business Chichester, UK Capstone 2009 txt rdacontent n rdamedia nc rdacarrier Customer relations Management HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017161403&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Fisk, Peter Customer Genius becoming a cutomer - centric business Customer relations Management |
| title | Customer Genius becoming a cutomer - centric business |
| title_auth | Customer Genius becoming a cutomer - centric business |
| title_exact_search | Customer Genius becoming a cutomer - centric business |
| title_full | Customer Genius becoming a cutomer - centric business |
| title_fullStr | Customer Genius becoming a cutomer - centric business |
| title_full_unstemmed | Customer Genius becoming a cutomer - centric business |
| title_short | Customer Genius |
| title_sort | customer genius becoming a cutomer centric business |
| title_sub | becoming a cutomer - centric business |
| topic | Customer relations Management |
| topic_facet | Customer relations Management |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017161403&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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